IT Helpdesk Support (L1/L2 & IT Operations)

We are seeking a detail-oriented and professional IT Helpdesk Support specialist to join our growing IT Operations team in Vacoas-Phoenix, Mauritius. The IT Support Specialist is responsible for delivering Level 1 and Level 2 technical support across QIMA’s global IT environment. The role ensures smooth operation of end-user IT services and supports ISO 27001 compliance activities.

Key Responsibilities

End-User Support & Service Desk

Provide day-to-day IT support, manage tickets within SLA, diagnose and resolve issues, and ensure high user satisfaction.

IT Service Delivery & Platform Administration

Support Office 365, SSO, VPN, endpoint security tools, and manage user lifecycle including provisioning, licensing, and access control.

Hardware & Local IT Support

Configure and maintain end-user devices, support onboarding/offboarding, and troubleshoot network and peripheral issues.

IT Operations & Monitoring

Perform routine system checks, monitor alerts, ticket queues, and support patching and antivirus deployment.

Access & Identity Management

Manage user access, enforce MFA and password policies, and maintain audit-ready documentation.

IT Asset Management

Maintain asset inventory, ensure lifecycle management, and support joiner/mover/leaver processes.

Security & ISO 27001 Compliance

Execute ISMS controls, support audits, report risks, and assist with incident response.

Incident, Change & Vendor Management

Support incident resolution, change processes, and liaise with vendors.

Knowledge Management & Continuous Improvement

Maintain documentation, contribute to knowledge base, and improve IT processes.

**Required Qualifications:**

• 1-3 years of experience in IT helpdesk support or Level 1/Level 2 technical support role
• Proficiency with Windows and/or macOS operating systems
• Experience with ticketing systems and IT service management platforms
• Knowledge of Active Directory and user account management
• Strong hardware troubleshooting and diagnostic skills
• Basic understanding of networking concepts and protocols
• Excellent written and verbal communication skills
• Ability to work efficiently in a fast-paced, multi-user environment
• Strong organizational and time management abilities
• Customer service orientation with a supportive approach to problem-solving

**Preferred Qualifications:**

• IT operations experience or background
• IT support certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent)
• Proficiency with remote support tools (TeamViewer, AnyDesk, or similar)
• Knowledge of VPN, security protocols, and IT infrastructure basics
• Experience with IT asset management systems
• Familiarity with office productivity software and collaboration tools
• Experience supporting users in a corporate or multi-department environment

Who Are We Looking for:

• Adapted to supporting users across different time zones and cultures.
• Great ITSM ticking skills and communication skills
• Self-improving, proactive and eager for challenges and new skills especially AI.
• Capacity to work collaboratively with different teams and other IT Support members globally.