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IT Technician | IT Support | HelpDesk
[e-mail] [téléphone] Agadir, Morocco
PROFILE
Versatile IT Support Technician with solid experience in helpdesk and systems & network administration. Able to quickly diagnose and resolve technical issues (hardware, software, network) while ensuring quality user support. Strong command of Windows environments, Active Directory, LAN/WAN networks, and ticketing tools. Recognized for a strong sense of service, responsiveness, and the ability to work under pressure. Autonomous and rigorous, contributing to the continuity of IT services and the improvement of user experience.
SKILLS
IT Support & Helpdesk — Incident diagnosis and resolution (Level 1 & 2) | User support (remote and on-site) | Ticket management
(GLPI, ServiceNow, OTRS...) | Installation, configuration and maintenance of workstations | User account management (Active
Directory)
Systems & Networks — Windows Server / Linux systems administration | Active Directory management (GPO, DNS, DHCP) |
Virtualization (VMware, Hyper-V) | Network configuration (TCP/IP, VLAN, routing, switching) | Network equipment maintenance
(switch, router, firewall)
IT Security — User access and rights management | Antivirus, firewall, backups | IT security awareness | Update and patch management
Tools & Technologies — Microsoft 365 (Outlook, Teams, SharePoint) | Remote support tools (AnyDesk, TeamViewer) | Basic scripting
(PowerShell / Bash) | Monitoring (Zabbix, Nagios...)
PROFESSIONAL EXPERIENCE
IT Support Technician / Helpdesk, DEWEB TECHNOLOGY
03/2026 – 06/2026 | Agadir
- Provide technical support to users (Level 1 and 2), on-site and remotely
- Diagnose and resolve hardware and software incidents (PCs, printers, etc.)
- Manage and track tickets via a helpdesk tool (GLPI, ServiceNow, etc.)
- Install, configure and maintain computer workstations (Windows, software)
- Administer user accounts (creation, deletion, access management via Active Directory)
- Configure and troubleshoot network equipment (switches, routers, cabling, etc.)
- Ensure preventive and corrective maintenance of the IT fleet
- Participate in the deployment of new equipment and IT solutions
- Manage backups and verify their proper functioning
- Apply IT security policies (antivirus, updates, access, etc.)
- Assist users with tools (Microsoft 365, Outlook, Teams, etc.) FTTH Design Engineer, NUMERUS21 07/2025 – 02/2026 | Agadir
- Design FTTH network architecture (PM, PBO, cables, connections)
- Define network routes, both aerial and underground
- Perform sizing calculations (cables, boxes, capacity)
- Carry out and utilize field surveys and staking
- Analyze environmental and technical constraints
- Produce civil engineering and FTTH cabling plans
- Produce execution plans (APS, APD, DOE)
IT Support Technician Intern, COMMUNE URBAINE (Urban Municipality)
03/2025 – 04/2025 | Ait Melloul
- Respond to user requests (in person, phone, email, ticketing tool)
- Analyze, diagnose and resolve hardware and software incidents
- Install and configure workstations (PCs, laptops)
- Install operating systems and business software
- Configure peripherals (printers, scanners, monitors)
- Perform preventive and corrective maintenance of the IT fleet
- Update systems, software and antivirus
- Monitor proper functioning of IT equipment
- Create and manage user accounts (Active Directory, email)
- Manage access rights and permissions
- Diagnose network and internet connection issues
- Participate in basic network configuration (Wi-Fi, cabling)
- Verify network equipment functioning
EDUCATION
Specialized Institute of Applied Technology Assaka
Specialized Technician Diploma in Digital Infrastructure — Systems and Computer Networks
09/2023 – 06/2025 | Agadir
Faculty of Applied Sciences
General University Studies Diploma in Physical Sciences
09/2018 – 06/2022 | Ait Melloul
Saada High School
Baccalaureate in Experimental Sciences — Physics-Chemistry
09/2017 – 06/2018 | Ait Melloul
CERTIFICATIONS
- Cisco Networking Academy: Computer Hardware Basics
- Cisco Networking Academy: CCNA Enterprise Networking, Security, and Automation
- Cisco Networking Academy: CCNA Introduction to Networks
LANGUAGES
French | Arabic | English
SOFT SKILLS
- Clear communication with non-technical users
- Customer service orientation and client relations
- Good interpersonal skills and teamwork
- Analytical skills and fast problem-solving
