IT Support Engineer

Overview:
We are a technology company that aims to help people return home safely from their worksites by building smart safety systems. We have a hyper focused safety culture that puts our customers and our employee safety first. As a company, we aim for stable and sustained business growth and this strategy has supported our growth. We hire carefully to ensure our growth strategy as well as culture fit and value each hire tremendously. We hugely value learning and continuous improvement and believe strongly in furthering the careers of all our employees. We recognize that our careers can take us in different directions, and we value retention by recognizing and even encouraging this diverse career growth. Being a global organization, we are well positioned to have varied opportunities within the organization to support growth in different directions. Our compensation and benefits packages are competitive.

MSA is an organization that respects boundaries, encourages people to unplug and recharge, and prioritizes the well-being of everyone on the team, all while sustaining reasonable growth and remaining committed to our meaningful mission.

**Responsibilities**:
Coordinate and collaborate with the business on day-to-day activities that improve first call / ticketing resolution, build strong internal relationships, and exceed response time to our customers. In collaboration with the IT department, ensure work activities associated to projects are satisfactorily completed and in line with established metrics to fulfill internal and field-based customer requirements

Collaborate with MSA's IT personnel at all levels on day-to-day activities associated to support our Morocco infrastructure and first-level resolution of all issues related to Information Technology.

Participate in Global IT Support Center meetings to ensure alignment with project initiatives and global standardizations.

Qualifications:
Experience (required):

- 5+ years of IT proven experience
- 2 years Help Desk or PC support experience
- Installing and configuring computer hardware, software, systems, printers, scanner and other peripherals
- Windows Operating Systems: 10/11
- Supporting and troubleshooting Office 365 workloads.
- Basic understanding of scripting languages, such as PowerShell.
- Ability to provide support for mobile devices.
- Issue resolution and the usage of a ticket system
- Strong communication skills
- Working in a global and functional oriented organization
- Strong customer service orientation
- Solid English language: Reading and Writing

Education (required):

- Degree in Information Science or Technology

Experience (preferred):

- Installation and configuration of IT Infrastructure including but not limited to: Servers, Network Switches, Wireless Access Points, and Internet Connectivity services
- Troubleshooting skills for LAN/WAN
- Ticketing system like Atlassian JIRA
- First hands-on experience in the support of Mobile Device Management tools
- Proven analytical and troubleshooting skills with IOS devices such as iPads, iPhones and MAC PCs.
- Video systems such as MS Teams Kits
- Experience using remote support tools such as LogMeIn Rescue
- Experience using Asset Management / Inventory to manage devices and automate tasks
- Basic experience on Cyber-security tools like End Point Protection, VPN, Multifactor Authentication, etc.
- Basic understanding of license-based software

Education (preferred):

- Advanced Degree
- MCP (Microsoft Certified Professional)
- CCNA (Cisco Certified Network Associate)

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