ITS – Associate

Overview

ITS – Associate (L1 Support) provides first-line IT support for Windows desktops/laptops/monitors, including IT Fleet management, Managed Print Services, Mobile PIM services, and database monitoring.

What you'll do

• Handle inbound technical support requests via email or a ticketing system as the first point of contact.
• Provide basic troubleshooting for Windows-based desktops, laptops, and peripherals.
• Support common issues across software applications, network connectivity, and hardware malfunctions.
• Guide users through simple fixes such as rebooting devices, adjusting network settings, and reinstalling software.
• Log incidents and service requests accurately in the ticketing system and ensure timely follow-up.
• Maintain professional customer service, keeping users informed about request status and planned IT activities.

What you'll need

• 2–3 years of relevant IT working experience, preferably in a Windows environment.
• Basic knowledge of Windows operating systems (Windows 10 and Windows 11).
• Familiarity with Microsoft Office 365 and common productivity tools.
• Experience using remote desktop tools and ticketing systems.
• Knowledge of computer hardware lifecycle managed using order forms in an End Device Management Tool (EDMT).
• A Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
• Ability to work shifts, including nights and weekends, as required, and be on-call for urgent issues.

Nice to have

• Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA).
• Strong communication and interpersonal skills.
• Ability to troubleshoot and resolve issues efficiently with excellent customer service orientation.
• Ability to work independently and prioritize tasks effectively.