IT Support Associate – Level 1/2 Technical Support

About the role

The IT Support Associate provides responsive Level 1 and Level 2 technical assistance to end‑users across the company. You will ensure the reliable operation of workplace technology, including hardware, software, and Microsoft 365 services, while acting as the primary point of contact for incidents and service requests.

Key responsibilities

• Deliver on‑site and remote Level 1/2 support for laptops, printers, peripherals and common business applications.
• Install, configure and troubleshoot operating systems and Microsoft 365 components (Outlook, Teams, OneDrive, SharePoint).
• Manage user accounts, password resets, access permissions and shared mailboxes.
• Monitor and maintain LAN/WAN infrastructure, switches, wireless access points and basic firewall settings.
• Coordinate with ISP and telecom vendors, support IP PBX systems, configure extensions, IVR and troubleshoot VoIP connectivity.
• Oversee backup verification, patch management and system updates.
• Maintain accurate IT asset inventory, documentation and vendor warranty records.
• Identify recurring issues, propose process improvements and assist with security compliance.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• 3–5 years of professional experience in desktop/technical support.
• Strong communication skills and ability to work independently on‑site.

Required skills

• Microsoft 365 / Office 365 administration
• Outlook, Teams, OneDrive, SharePoint troubleshooting
• LAN/WAN networking, switches and wireless access points
• Basic firewall configuration and monitoring
• IP PBX and VoIP support
• Backup monitoring and patch management
• IT asset inventory management