Job Description
- Provides administration and maintenance of IT hardware and software in production in
conjunction with onsite & remote Delivery Teams.
- Resolve, Record and Update incident resolution/workflow details.
- Maintains documentation for site/client technical infrastructure.
- Provides support for all applications and technologies that are site specific.
- Executes deployment of IT solutions in their site according to specifications and procedures
from Service delivery (SD) organization.
- Open/ Acknowledge/ Maintain/ Update status on open incidents, tasks, change requests. -
Coordinate, together with Service Delivery, to ensure compliance with the Organization's IT
standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy.
- Collaborate with SD Coordinator in the troubleshooting & management of site IT
infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software &
other devices as requested.
- Monitor and assist, when necessary, to ensure effective co-ordination of first line and Service
Delivery help desk services to users.
- Follow ITIL process for escalation & resolution incidents, problems.
- Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.
- Mobile Phone assistance on the enrolment of the terminal according to a defined process.
- Ensures that Service Requests are completed within SLA.
- Onsite patching according to SD, Datacenter or SDM request.
- Provides support to Infrastructure & Service Request teams in the resolution of Incidents &
Service Requests for the site.
- Smart hand support provided on request from SD, Datacenter or SDM.
- Reset power cycling of server, router etc.
- Tape rotation a per defined by tape SOP.
- Patching network connection.
- Network Printer settings assistance.
- Non-exhaustive list of tasks and duties that can be asked on SD / SDM demand according to
best practice relationship.
- Dress appropriately according to customer and TIC policy.
- Work effectively with colleagues and external teams by practicing punctuality, respect for
deadlines and collaborative problem solving.
- Participates in resolution of Complaints for Incidents & Service Requests.
- Proactive attitude in identifying and resolving potential issues that may cause Incidents or
breach of service levels.
- Provides support to users & sites for all incidents & requests that fall in scope of work.
- Performs due diligence and maintains an inventory of devices onsite.
- Participate in Meetings for Incident & Service Request Management.
- Perform other related duties as required by the Service Delivery Manager.

Requirements

Experience:

Requires 4+ years of related work experience

Sound knowledge of imaging tools (Ghost, MDT)

Sound knowledge of data backup and recovery tools (USMT)

Installing, upgrading, and migrating to Windows 10

Deploying Windows 10 in large enterprises

Configuring hardware and applications

Configuring network connectivity

Configuring mobile computing

Monitoring and maintaining systems that run Windows 10

Should be able to communicate (written + Speak) in local + English language

IT Desktop and Network Support Dispatch El Jadida, Morocco