Support the day-to-day IT support for end users, ensuring incidents and service requests are resolved within agreed SLAs
Troubleshoot and support laptops, mobile devices, operating systems, printers, peripherals and enterprise applications across Windows and macOS environments
Support audio-visual equipment, video conferencing systems, meeting room technologies and hybrid workplace solutions
Perform endpoint provisioning through zero touch, deployment, configuration, software installation and device lifecycle management
Manage user onboarding, offboarding and device allocation
Maintain accurate IT asset inventory records including hardware, software, warranty tracking and asset lifecycle management
Utilize IT Service Management (ITSM) tools to manage incidents, service requests, problems and asset records while ensuring data accuracy and compliance
Ensure compliance with enterprise IT governance, cybersecurity policies, endpoint security standards and regulatory requirements
Create and maintain technical documentation, knowledge base articles, standard operating procedures and end-user guides
Identify opportunities for process automation, service improvement and operational efficiency while contributing to digital workplace and technology enhancement initiatives
Flexible to work in a rotational shift environment including weekends, public holidays and scheduled after-hours support, ensuring continuous service availability and operational excellence
Requirements
Minimum 2 years of experience in end user computing, desktop support, IT systems administration, application support or endpoint management
Hands-on experience with ITSM platforms, cloud technologies and SaaS applications
Basic experience administering Windows 11 and macOS endpoints including software deployment and patch management
Familiarity with SSO, SAML, OAuth or directory services is a plus
Some exposure to scripting or automation (PowerShell, Python or similar) is desirable
Strong analytical, troubleshooting and problem-solving skills with attention to detail
Strong teamwork and stakeholder management skills
Ability to work effectively in a fast-paced, collaborative team environment
Desire to learn new technologies and grow into more senior responsibilities over time
