Taking applicationsTechnical Support·Posted 14h ago
Helpdesk Technician N1
InetumVerified company
Casablanca, Casablanca-Settat, Morocco
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Casablanca, Casablanca-Settat, Morocco
EnglishEntry level
About the role
A first-level helpdesk role handling IT requests and incidents by phone, email or ticketing, diagnosing hardware and software faults and escalating when needed. It is listed in Casablanca and requires Windows, ticketing-tool and basic networking knowledge.
What you'll do
- Receive, qualify and handle requests and incidents via phone, email or ticketing tool
- Diagnose first-level hardware and software failures
- Apply standard resolution procedures and escalate to N2/N3
- Track tickets until closure and ensure traceability
- Support users with office and application tools
- Participate in continuous improvement of procedures and knowledge base
- Ensure compliance with SLAs and quality indicators
What you'll need
- Proficiency in Windows environments (workstation, Active Directory, Office 365)
- Knowledge of ticketing tools (GLPI, ServiceNow, Jira or equivalent)
- Basic network notions (TCP/IP, VPN, Wi-Fi)
- Basic knowledge of computer hardware (PCs, printers, peripherals)
- Ability to write clear and concise procedures
- Rigor and attention to detail
- Ability to analyze and solve complex problems
- Team spirit and clear communication with stakeholders
Skills
Windows environmentsActive DirectoryOffice 365Ticketing tools (GLPI, ServiceNow, Jira)TCP/IP, VPN, Wi-Fi basicsComputer hardware basicsProcedure writing
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