Helpdesk Spanish/English Speaker | Casablanca (Morocco)

Inetum operates within a predominantly collaborative culture, where people, trust and teamwork are at the core of the organization. The company promotes a supportive management approach focused on guidance, accountability and skills development. This collaborative foundation is strengthened by a performance-driven mindset, emphasizing ambition, self-improvement and customer focus. Innovation and organizational dimensions further complement this culture, encouraging initiative and agility while relying on structured processes to ensure efficiency and reliability.

Reporting to the IT Support Manager, the Helpdesk provides Level 1 (and possibly Level 2) technical support to Spanish-speaking and English-speaking users.

They will work remotely to diagnose, resolve, and track technical incidents related to workstations, applications, and IT tools.

The position requires excellent customer service skills, thoroughness, and very good communication in Spanish and English.

Main tasks:

User support and assistance:

• Handle incidents and requests via phone, email, or ticketing tool
• Diagnose technical problems (hardware, software, network, access)
• Resolve Level 1 incidents remotely
• Escalate complex incidents to the next level if necessary
• Ensure ticket follow-up until resolution

IT environment management:

• Install and configure workstations
• Manage user accounts (creation, deletion, access rights)
• Assist users with office and business tools
• Participate in IT updates and deployments

Tracking and reporting:

• Document incidents and solutions in the management tool
• Contribute to the continuous improvement of support
• Adhere to SLAs and internal procedures

• Education

Associate's degree (+2), Bachelor's degree (+3), or Master's degree (+5) in IT, Networks, Systems, or equivalent

• Technical skills

Good command of Windows environments

Knowledge of networks (TCP/IP, DNS, VPN)

Proficiency in Microsoft 365 tools

Experience with a ticketing tool (ServiceNow, GLPI, Jira, etc.)

Basic knowledge of Active Directory

• Language skills

Fluent Spanish (B2 minimum)

Fluent English (C1 minimum)

• Personal qualities

Service-oriented and customer-focused

Excellent oral and written communication skills

Thoroughness and organization

Ability to work in a team

Stress and priority management skills