Technical Support Associate

Job Title:

Location:

Key Responsibilities

A. IT Asset Management

• Maintain an up-to-date inventory of all IT assets (laptops, desktops, monitors, mobile phones, peripherals, etc.)
• Tag, track, and record allocation and decommissioning of IT assets
• Ensure timely procurement, configuration, and disposal of IT equipment
• Conduct regular audits and asset lifecycle reviews

B. Office 365 Administration

• Manage and support Office 365 tenant including Exchange, SharePoint, OneDrive, Teams, and Microsoft Intune
• Create and manage user accounts, distribution groups, and shared mailboxes
• Enforce security policies and handle data loss prevention (DLP) configurations
• Monitor licence usage and recommend cost-optimisation where possible

C. End-User Support

• Provide first and second-line IT support to all office staff (hardware/software issues)
• Troubleshoot Windows-based systems, printer issues, network connectivity problems, and common business application faults
• Support employee onboarding and offboarding (device setup, access provisioning, account closure)
• Train users on basic tech hygiene and IT security best practices

D. Networking & Infrastructure

• Manage LAN/WiFi connectivity and escalate to providers when necessary
• Oversee switches, routers, and wireless access points in conjunction with external network support partners if needed
• Monitor uptime and performance of the office internet and troubleshoot outages
• Ensure patching and antivirus systems are current and monitored

E. Compliance & Security

• Enforce endpoint security standards including antivirus, firewall, and device encryption
• Maintain software licensing compliance and ensure all installations are authorised
• Support internal IT security audits and recommend improvements
• Ensure backups (local/cloud) are running and recoverable

3. Required Skills & Experience

• Minimum 3–5 years of hands-on experience in IT support or infrastructure management
• Strong experience with Microsoft Office 365 administration (Exchange, Teams, SharePoint)
• Solid knowledge of Windows OS and desktop/laptop troubleshooting
• Familiarity with Active Directory, DNS, DHCP, and IP networking
• Experience with remote support tools (e.g. AnyDesk, TeamViewer, Microsoft Remote Desktop)
• Ability to manage IT assets and document procedures effectively
• Excellent communication and stakeholder management skills
• Experience with small office network setups preferred

4. Desirable Skills

• Knowledge of Microsoft Intune, Azure AD, or Endpoint Manager
• Understanding of basic scripting or automation tools (PowerShell)
• Experience supporting hybrid work environments (VPN, remote desktop)
• ITIL certification or exposure to structured ticketing and service delivery models

5. Personal Attributes

• Proactive, self-motivated and able to work independently
• Detail-oriented with strong organisational skills
• Able to explain technical concepts in simple, user-friendly terms
• Calm under pressure and responsive to urgent issues
• A team player willing to roll up their sleeves and get things done