The Support Engineer / Support Technician is responsible for providing day-to-day IT support services for employees across the MEA region. This role serves as the primary point of contact for technical issues, service requests, equipment management, and user onboarding activities. The position plays a key role in maintaining operational efficiency by ensuring employees have reliable access to IT tools, systems, and support services.
Working within the MEA Information Systems team, the Support Engineer supports the organization's technology environment, including Microsoft technologies, end-user devices, and IT service management processes. The role is responsible for troubleshooting incidents, fulfilling service requests, managing IT assets and inventory, supporting onboarding and offboarding activities, monitoring daily operational tasks, and ensuring compliance with established IT procedures and security requirements.
The ideal candidate is customer-focused, detail-oriented, and highly organized, with strong technical knowledge of Microsoft Windows, Microsoft 365, and collaboration tools. Success in this role requires excellent communication skills, a service-oriented mindset, and the ability to work effectively in a fast-paced environment while maintaining the highest standards of professionalism and confidentiality.
Position: Ingénieur Support / Technicien Support
Department: Direction des Systèmes Informatiques MEA
Location: Casablanca, Morocco
Responsibilities- Handle IT support requests and incidents
- Process service and resource requests
- Manage IT inventory and stock
- Monitor and maintain IT equipment assets
- Manage monthly backup security processes
- Perform daily operational monitoring (batch tasks)
- Manage onboarding and offboarding activities
- Minimum 3 years in a similar IT support environment
Technical Skills:
- Windows 10 / Windows 11
- Microsoft 365 (O365)
- Microsoft Teams
- ServiceNow experience is a plus
Professional Skills:
- Attention to detail
- Process and procedure compliance
- Strong interpersonal skills
- Customer service orientation
- Adaptability
- Curiosity and continuous learning
- Confidentiality
Languages:
- Strong French proficiency
- Strong English proficiency
Additional Skills:
- Good written communication skills
Skills Required
- Minimum 3 years of experience in a similar IT support environment
- Strong proficiency in French
- Strong proficiency in English
- Experience with Windows 10 and Windows 11
- Experience with Microsoft 365 O365
- Experience with Microsoft Teams
- ServiceNow experience
- Strong written communication skills
- Attention to detail and process compliance
- Strong interpersonal skills and customer service orientation
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