Help Desk / IT Support Specialist – Dynamic Agency in Algeria

About the Role

The Help Desk / Technical Support Specialist will join a dynamic communication and advertising agency based in Algeria. This position focuses on delivering first‑line IT assistance, managing ticketing workflows, and ensuring smooth operation of the agency’s computer and network infrastructure. The role combines troubleshooting, remote assistance, and software deployment to keep the creative teams productive.

Key Responsibilities

• Provide first‑level technical support to internal users via phone, email, and on‑site visits.
• Diagnose and resolve hardware, software, and network issues using systematic troubleshooting methods.
• Log, prioritize, and track incidents in the ticketing system to meet service‑level agreements.
• Perform routine maintenance, updates, and installations of operating systems and applications.
• Collaborate with senior IT staff to escalate complex problems and assist in network diagnostics.
• Document solutions and create knowledge‑base articles for recurring issues.
• Assist in configuring and managing user accounts, permissions, and security settings.

Requirements & Qualifications

• Proven experience in a Help Desk or IT Support role, preferably within a fast‑paced agency environment.
• Strong knowledge of Windows and macOS operating systems, common office software, and basic networking concepts.
• Excellent communication skills in French and Arabic; English proficiency is a plus.
• Ability to work independently, prioritize tasks, and maintain a customer‑focused attitude.
• Familiarity with ticketing platforms and remote support tools.

Benefits & Perks

• Opportunity to work in a creative, dynamic agency that values technology as a core enabler.
• Access to continuous training and professional development in IT and networking.
• Collaborative team environment with exposure to diverse projects across communication and advertising.

Tips for Success in This Position

• Master the agency’s ticketing system early; quick ticket resolution boosts credibility.
• Stay updated on the latest software patches and security best practices to prevent recurring issues.
• Develop clear, concise communication when guiding non‑technical users through solutions.
• Leverage remote assistance tools to minimize downtime and improve response speed.
• Build strong relationships with the creative teams to anticipate their technical needs.