IT Support Associate (Level 1)

Position Overview

The IT Support Associate (L1) will provide first-line technical support to end-users and assist the IT team in maintaining smooth day-to-day operations. This role focuses on basic troubleshooting, system support, and routine IT tasks. All work will be supervised and directed by the IT & Security Lead.

This is an ideal role for someone with 6 months–1.5 years of experience looking to grow in IT support.

Key Responsibilities

1.  End-User Support (Primary Focus)

  • Respond to IT support tickets through phone, email, and ticketing systems.
  • Troubleshoot issues related to desktops, laptops, printers, and other peripherals.
  • Assist users with software installations, OS configurations, and basic app issues.
  • Provide support with password resets, user account assistance, and profile setups.
  • Resolve basic Wi-Fi, LAN, and VPN connectivity issues.
  • Guide users through simple troubleshooting steps.

2.  System Support (Under Supervision)

  • Assist in routine system checks and health monitoring.
  • Support scheduled updates for workstations under guidance.
  • Help maintain inventory of IT assets (laptops, accessories, licenses).
  • Escalate unresolved or complex technical issues to the IT & Security Lead.
  • Follow IT standard operating procedures (SOPs) and policies.

3.  Documentation & Reporting

  • Log all support activities in the ticketing system.
  • Maintain documentation for hardware issuance and software deployments.
  • Prepare short weekly updates on completed tasks and issues faced.

Technical Skills Required

  • Basic understanding of Windows OS and common applications.
  • Knowledge of computer hardware, drivers, and peripherals.
  • Familiarity with networking basics (IP addressing, Wi-Fi, LAN troubleshooting).
  • Awareness of email configuration (Outlook/Exchange).
  • Ability to learn new tools, applications, and IT processes quickly.

Bonus Skills (Not required but preferred):

  • Exposure to Linux commands
  • Basic PowerShell or Batch scripting
  • Experience with any ticketing system (Freshservice, Jira, ServiceDesk, etc.)

Soft Skills & Competencies

  • Strong willingness to learn and grow in an IT career.
  • Good communication and customer service.
  • Patience and ability to handle end-user issues professionally.
  • Attention to detail and responsibility in following instructions.
  • Organised and reliable with time management.

Qualifications

  • Diploma/Bachelor’s in IT, Computer Science, or related field.
  • 6 months–1.5 years of IT support experience preferred.
  • Certifications like CompTIA ITF+, A+, or short IT courses are a plus.