IT Support Technician (On-site, Freelance)

About the role

We are looking for an experienced IT Support Technician to provide on‑site deskside assistance (L1/L2) for a one‑year freelance contract in Moroni, Grande Comore. You will be the primary point of contact for end‑users, handling hardware, software and connectivity issues while ensuring compliance with security and ITIL standards.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop devices, including troubleshooting hardware, software and network problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full device lifecycle: configuration, patching, OS imaging and vendor‑based hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for MS Office, Outlook, VPN clients and other EUC tools.
• Maintain security compliance, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as the onsite escalation point during critical incidents.
• Support printers, scanners and other peripherals, including routine maintenance.
• Assist with Active Directory user account tasks and provide smart‑hands support.
• Document incident resolution, hardware inventory and technical guides.

Required profile

• More than 3 years of hands‑on IT support experience (L1/L2).
• Familiarity with Windows OS environments, basic macOS handling and mobile device support.
• Understanding of ITIL incident, problem and service request management.
• Ability to work independently on‑site and handle VIP escalations.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating system
• Active Directory
• MS Office / Outlook
• VPN client configuration
• Printer and scanner troubleshooting
• OS imaging and patch management
• ITIL best practices