IT Support Technician

About the role

We are seeking an IT Support Technician to deliver first‑level technical assistance, manage incidents and service requests, and ensure a smooth experience for end users across our partner brands.

Key responsibilities

• Serve as the initial point of contact for IT incidents via ticketing system, email, and phone.
• Perform remote hardware and software troubleshooting using RMM platforms and remote‑access tools.
• Escalate complex cases with complete documentation and monitor RMM alerts for system health.
• Process user requests for access, equipment provisioning, and software installation while adhering to SLA requirements.
• Coordinate onboarding and off‑boarding, including account creation, access provisioning, and de‑provisioning in Azure AD/Entra ID and Microsoft 365.
• Maintain hardware inventory, asset lifecycle records, and technical documentation.
• Tri­age phishing or spam reports, escalate security incidents, and educate users on cybersecurity best practices.

Required profile

• Bachelor’s degree in IT, Computer Science or related field (preferred).
• At least 1 year of experience in a help‑desk or technical‑support environment.
• Strong customer‑service orientation and ability to communicate technical concepts clearly.

Required skills

• Windows desktop environment administration.
• Microsoft 365 and Azure AD/Entra ID user and group management.
• Active Directory fundamentals.
• Remote monitoring and management (RMM) tools.
• Remote‑access troubleshooting tools.
• Ticketing platforms such as ServiceNow, Jira Service Management or Freshservice.
• Multi‑factor authentication setup and password‑reset procedures.
• Asset inventory and lifecycle tracking.