IT Support Associate

About the role

We are a fast‑growing SaaS company transforming FinTech application development. We are seeking an IT Support Associate to provide remote support to a small user base of under 50 US‑based employees, acting as the primary point of contact for hardware, software and network issues.

Key responsibilities

• Manage all IT incidents and service requests from creation to resolution.
• Triage incidents, set priorities and meet SLA commitments.
• Use remote support tools to diagnose and resolve issues on desktops, laptops, peripherals, and cloud applications.
• Administer users and groups in Entra ID, handling onboarding and off‑boarding.
• Maintain detailed records in the IT ticketing system.
• Collaborate with infrastructure and engineering teams to ensure smooth issue resolution.
• Assist with network connectivity and Wi‑Fi setup problems.
• Enforce IT security policies and suggest improvements.
• Design and recommend enhancements to support processes.

Required profile

• 3+ years as a full‑time IT professional and 2+ years providing desktop support in an enterprise environment.
• Proven experience troubleshooting hardware, software and peripherals remotely.
• Excellent written communication and ability to explain technical concepts to non‑technical users.
• Availability to work US business hours.
• Strong time‑management, prioritisation and problem‑solving skills.

Required skills

• Windows and macOS operating systems.
• Microsoft Office 365, Azure AD/Entra ID and Intune administration.
• Enterprise applications such as video‑conferencing tools.
• Remote support and IT incident management tools.
• Network connectivity and Wi‑Fi configuration.
• Centralised software updates and security patching.