1. IT Support – Tier 1

Responsibilities

• Serve as the first point of contact for IT support requests from employees.
• Troubleshoot and resolve basic hardware, software, and network issues.
• Provide support for Microsoft 365 applications, Windows operating systems, and cloud-based services.
• Manage and respond to tickets via the IT helpdesk system, email, and chat.
• Assist with user account management, password resets, and access permissions.
• Set up new computers and peripherals, including software installation and configuration.
• Escalate complex technical issues to Tier 2 support when necessary.
• Document common issues and solutions to improve efficiency.
• Proactively identify recurring issues and suggest improvements.
• Collaborate with the IT team on small projects, upgrades, and rollouts.
• Maintain a high level of service and professionalism when supporting employees.

Requirements

• Currently enrolled in or recently graduated from a relevant academic program (Computer Science, Information Technology, or related field).
• Basic knowledge of IT troubleshooting, operating systems, and networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Microsoft 365 and common enterprise applications.
• Strong communication skills in English (written and spoken).
• Customer-oriented mindset with the ability to handle technical issues efficiently.
• Ability to work independently, think analytically, and solve problems under pressure.
• Attention to detail and strong organizational skills.

Preferred Qualifications

• Previous experience in IT support or help desk roles.
• Understanding of Active Directory, Azure AD, and cloud-based identity management.
• Knowledge of IT security best practices (MFA, endpoint protection, phishing awareness).
• Basic scripting knowledge (PowerShell, Bash, or Python).
• Exposure to Linux-based systems.
• Experience with remote support tools and ticketing systems
• Interest in growing towards Tier 2 responsibilities (advanced networking, automation, cloud administration).