IT Support Executive

Job Purpose

Serve as the first point of contact for IT-related issues, providing technical assistance to end-users and ensuring smooth operation of IT systems and services.

Key Responsibilities

End-User Support

• Respond promptly to support requests via phone, email, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).
• Troubleshoot and resolve hardware/software issues, including password resets, connectivity problems, and application errors.
• Guide users through troubleshooting steps and document solutions for future reference.

Account & Access Management

• Assist with user account creation, access provisioning, and deactivation.
• Manage onboarding/offboarding processes, including password resets and account unlocks.

System & Application Support

• Provide support for Windows OS, Mac OS, Microsoft Office Suite, and Apple hardware break/fix.
• Install, configure, and troubleshoot business applications and software.
• Support cloud technologies (AWS, Azure) and collaboration tools (Zoom, G Suite, Jumpcloud, Workato).

Network & Connectivity

• Monitor and maintain internet connectivity; address performance-related issues.
• Perform basic networking checks (connectivity, latency).

Asset & Inventory Management

• Maintain and update IT asset inventory.
• Oversee tech refresh activities for computer assets.
• Coordinate with vendors regarding IT assets.

Project & Documentation

• Collaborate with IT Systems, Network, and other teams for new deployments and project implementations.

Qualifications & Skills

• Bachelor’s degree in Computer Science, IT, or related field (preferred).
• 1–3 years of experience in IT support/helpdesk roles.
• Familiarity with ITSM platforms (ServiceNow, Freshdesk, Remedyforce).
• Strong knowledge of Windows OS, Mac OS, MS Office Suite, and basic networking.
• Experience with Apple hardware troubleshooting.
• Knowledge of cloud technologies (AWS, Azure).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks efficiently.

Work Environment

• Office-based hybrid, WFH, depending on organizational policy.
• May require occasional after-hours or weekend support.