IT Specialist

About the role

We are seeking a skilled IT Specialist to join our office in Tangier. You will be the first point of contact for users, handling hardware, software, and network issues while ensuring smooth operation of our IT environment.

Key responsibilities

• Provide first‑line user support via phone, chat, and email, diagnosing and resolving hardware and software problems.
• Log, track, and manage incidents and service requests, escalating when necessary to meet SLA targets.
• Communicate clearly with users about issue status and resolutions.
• Document all support activities and maintain knowledge‑base articles.
• Perform routine system maintenance, software deployments, and hardware updates.
• Assist with LAN/Wi‑Fi/WAN troubleshooting, reviewing configurations with network engineers.
• Offer basic online security guidance and ensure compliance with security policies.

Required profile

• Bachelor’s degree in IT, Computer Science or related field (preferred).
• Minimum 3 years of experience in an IT administration or support role.
• Proven experience with Microsoft 365 and networking equipment (routers, switches, firewalls).
• Familiarity with IT service‑management tools such as FreshService or ServiceNow.
• Relevant certifications (CompTIA A+, ITIL Foundation, CCNA, Modern Desktop Administrator Associate) are a plus.
• Willingness to work rotating shifts.

Required skills

• Operating‑system troubleshooting (Windows, Linux).
• Hardware and software diagnostics.
• Microsoft 365 administration.
• Networking concepts: TCP/IP, DNS, DHCP, VLANs, routers, switches, firewalls.
• ITSM tools: FreshService, ServiceNow.
• Unified Communications and cloud voice/telephony systems.