Associate Support Engineer

Overview

Associate Support Engineer / IT Service Desk Specialist providing first-line IT support for employees. You diagnose, troubleshoot, resolve, document, and escalate IT incidents and service requests through multiple channels.

What you'll do

• Serve as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing systems.
• Log, classify, prioritize, troubleshoot, and resolve incidents/requests using established SLA and ITIL practices.
• Provide first-level support for Windows and macOS, Microsoft 365 applications, password resets/account unlocks, and MFA-related issues.
• Troubleshoot basic Active Directory and Azure Entra user account issues, and perform hardware/software troubleshooting.
• Perform initial diagnosis to attempt first-contact resolution and escalate remaining issues to Level 2/3 or specialist teams.
• Maintain service queue/ticket hygiene and update knowledge base documentation and ticket records.
• Identify recurring issues and suggest process improvements; collaborate with IT teams globally.

What you'll need

• 2-3 years of experience in Service Desk, Help Desk, Technical Support, or IT Support.
• Working knowledge of Windows 10/11 and macOS.
• Basic understanding of Active Directory and Azure Entra ID/account management concepts.
• Experience supporting Microsoft 365 apps including Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or similar.
• Knowledge of networking basics including VPN connectivity and Wi-Fi troubleshooting.
• Excellent written and verbal English communication skills.