IT Associate – First Line Support

About the role

We are looking for an IT Associate to serve as the first point of contact for technical support requests. The role involves handling tickets, troubleshooting basic issues, and delivering high‑quality customer service in a fast‑paced environment.

Key responsibilities

• Receive and log IT support requests via phone, email, or ticketing system.
• Create, document, and manage tickets for Tier 2 and Tier 3 teams.
• Resolve Tier 1 issues such as password resets, printer setup, drive mapping, and basic hardware/software troubleshooting.
• Provide technical support for PCs, mobile devices, printers, and phones.
• Escalate complex problems to higher‑level technical teams.
• Track incident progress to ensure timely resolution.
• Assist in creating documentation and knowledge‑base articles.
• Support internal IT projects and training initiatives.

Required profile

• 2–5 years of experience in IT or technical support.
• Strong knowledge of Windows desktop environments.
• Hands‑on experience with Active Directory (user management, password resets).
• Familiarity with hardware and software troubleshooting.
• Experience using ticketing systems.
• Proficiency in Microsoft Office (Excel and Word).
• Advanced written and verbal English.

Required skills

• Windows desktop operating systems
• Active Directory
• Ticketing system usage
• Microsoft Office Excel
• Microsoft Office Word
• Office 365 (nice to have)
• CompTIA A+ certification (nice to have)