IT Support Technician

Managem

9d•Onsite

About The Position

Managem is seeking an IT Support Technician for a position based in Morocco’s Oriental region. The role provides on-site technical support to users and helps maintain site IT infrastructure and equipment, including systems and equipment associated with industrial operations. It also provides first-level support for SCADA systems and coordinates with IT, automation, control systems, and site operations teams. The technician manages requests and incidents through a ticketing system, supports users with business applications, contributes to IT asset management, and helps implement IT security procedures and cybersecurity awareness.

Requirements

Technical diploma or bachelor’s degree in IT, Systems and Networks, Industrial IT, or an equivalent qualification.
3 to 5 years of professional experience in a similar role.
Hands-on experience in on-site IT support and incident management.
Proficiency in Windows environments, including operating systems, Active Directory, Microsoft Office, and IT support tools.
Good knowledge of computer networks, including TCP/IP, Wi-Fi, switching, structured cabling, and connectivity troubleshooting.
Strong knowledge of SCADA systems, including their architecture, operation, and interactions with industrial controllers (PLCs), servers, networks, and field equipment.
Ability to troubleshoot first-level incidents affecting industrial supervisory systems and escalate them to specialized teams when necessary.
Understanding of industrial environments and cybersecurity challenges related to IT/OT systems.
Strong analytical and troubleshooting skills, with the ability to manage priorities effectively.
Customer service orientation, responsiveness, attention to detail, autonomy, and good interpersonal skills.
Ability to collaborate effectively with IT, automation, and site operations teams.

Nice To Haves

Experience in an industrial environment or on a production site.
Experience operating or supporting SCADA systems, with a good understanding of industrial environments and associated networks.

Responsibilities

Provide on-site technical support and diagnose and resolve hardware, software, network, and telecommunications incidents.
Manage user requests and incidents through the ticketing system and meet established resolution times.
Install, configure, secure, and maintain workstations, peripherals, IT equipment, and business applications in accordance with Group IT procedures.
Provide first-level technical support for SCADA systems and monitor incidents related to supervisory applications, servers, and industrial networks.
Help maintain IT infrastructure and equipment associated with industrial systems in coordination with automation and control systems teams.
Support site IT asset management, including inventory tracking, updates, equipment monitoring, and replacement planning.
Help users use IT tools and business applications effectively.
Implement IT security procedures and raise user awareness of cybersecurity best practices, particularly in an industrial environment.
Ensure compliance with internal IT procedures relating to security, backup, and regulatory requirements.
Identify and escalate incidents requiring Level 2 or higher support to the IT Department (DTI) or specialized teams.