Associate Support Engineer (Helpdesk)

Job Summary

• Reporting to the IT Support Manager, this role provides responsive first-line technical support to employees across the organisation.

• The role diagnoses and resolves common hardware, software, access, Google Workspace, Microsoft 365 and connectivity issues, while maintaining accurate service records and meeting agreed response standards.

• The incumbent supports device deployment, user account administration and IT asset control, and coordinates unresolved or higher-risk issues with infrastructure, application, security and vendor teams.

Responsibilities

• Serve as the first point of contact for IT incidents, enquiries and service requests.

• Log, categorise, prioritise and track tickets according to agreed service levels.

• Diagnose and resolve Windows, Microsoft 365, email, printing, VPN and connectivity issues.

• Provide support when need to install, configure, deploy and support desktops, laptops, mobile devices and peripherals.

• Administer user accounts, permissions, password resets and approved access requests.

• Support employee onboarding, transfers and offboarding, including equipment and access arrangements.

• Maintain accurate IT asset, equipment assignment, warranty and software- license records.

• Escalate unresolved, recurring or higher-risk issues with complete diagnostic information.

• Maintain support procedures, knowledge articles and user guidance, and identify recurring problems.

• Support approved after-hours activities and other relevant end-user computing duties when required.
  

Requirements

• Recognised diploma in Information Technology, Computer Science or a related discipline.

• Relevant certifications such as CompTIA A+, ITIL Foundation or Google or Microsoft fundamentals are advantageous.

• At least two years' experience in IT helpdesk or end-user support.

• Experience supporting Windows, Google Workspace, Microsoft 365, desktops, laptops, printers and mobile devices.

• Experience administering user accounts, permissions and password resets.

• Experience using IT service-management or ticketing platforms.

• Strong troubleshooting skills across hardware, software, connectivity and user-access issues.

• Working knowledge of Windows, Microsoft 365, Active Directory and basic networking.

• Customer-focused communicator who explains technical matters clearly and professionally.

• Organised and accountable, with sound prioritisation and documentation skills.