We're looking for a proactive and service-oriented IT Support Executive to join our growing team. You'll be the first point of contact for end users, providing hands-on and remote support, resolving technical issues, and ensuring seamless daily IT operations across the organization.
Key Responsibilities
- Frontline Support: Serve as the initial point of contact for all Level 1 incidents and requests. Provide both face-to-face and remote technical assistance to end users.
- Troubleshooting: Diagnose and resolve common hardware, software, and access-related issues using predefined procedures and knowledge bases.
- Service Desk Operations: Manage and monitor tickets through the Freshservice system, ensuring timely resolution and adherence to SLAs.
- Asset & Access Management: Support the deployment, configuration, and maintenance of IT assets and peripherals. Administer user accounts and access permissions.
- Escalation & Coordination: Escalate complex issues to Tier 2/3 teams and coordinate with vendors for resolution when needed.
- Event & Meeting Support: Provide technical assistance during internal events and meetings.
- Documentation & Reporting: Maintain updated knowledge articles, SOPs, and assist in generating reports and trend analyses to improve service delivery.
- Support IT Team Leads and Managers in daily operations.
- Contribute to Problem and Change Management processes.
- Track, prioritize, and follow up on service requests.
- Identify and implement opportunities for service improvement.
Requirements
- Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 2 years experience in IT support (Tier 1 or 1.5 level).
- Proficiency in Windows, macOS, hardware/software troubleshooting, and IT infrastructure basics.
- Experience with ticketing systems such as Freshservice, ServiceNow, or similar tools.
- Strong understanding of access management and incident resolution workflows.
- Excellent communication, organizational, and customer service skills.
- Relevant certifications (e.g. ITIL, A+, N+, MCSA/MCSE, CCNA, AZ-900) are an advantage.
- Independent, results-driven, and committed to continuous improvement.
This position will be on a contract basis, with an opportunity for conversion to a permanent role depending on performance and organizational requirements.
