IT Desktop and Network Support (Dispatch) - Marrakech

About the role

Brilliant Computers is looking for a freelance IT Desktop and Network Support technician based in Marrakech, working on dispatch for its Service Delivery (SD) organization. The role covers administration and maintenance of IT hardware and software in production, together with onsite and remote delivery teams.

Key responsibilities

• Resolve, record and update incident resolution and workflow details, following ITIL escalation and resolution processes.
• Maintain documentation of site and client technical infrastructure and support site-specific applications and technologies.
• Deploy IT solutions at the site according to SD specifications and procedures.
• Collaborate with the SD Coordinator on troubleshooting desktops, laptops, tablets, printers, mobile phones, BlackBerry devices and software.
• Ensure incidents are resolved on site within service levels and service requests are completed within SLA.
• Assist in coordinating first-line and help desk services, and support Infrastructure and Service Request teams.
• Perform onsite patching, reset power cycling of servers and routers, network printer settings assistance, and mobile phone terminal enrolment.

Required profile

• At least 3 years of experience in the field or a related area.
• Strong client service skills and consistent, excellent support for staff of different personalities and management levels.
• Good written and verbal communication skills.

Required skills

• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint).
• Microsoft OS installation and troubleshooting, and strong break/fix skills for desktops, notebooks and printers.
• Broad IT experience with good understanding of networks, servers and telecoms.

The role requires a laptop with terminal tools (PuTTY, TeamViewer, AnyDesk) and admin rights, console cables, spare patch cords, a basic screwdriver kit, cable testers, a crimping tool, RJ45 terminators and a labelling machine.