Job Description

This role is the first Level of IT Support which is usually on-site or in some cases performed remotely. This support includes but is not limited to Personal Computing, Mobile Devices, Telephone, Networks, Audio/Video Conferencing, Meeting Room Equipment, CCTV, Access Control, or any other site infrastructure.

Key Responsibilities:

  • Take ownership of IT issues reported by users and see problems through to resolution.
  • Ensure that all requests are logged, evaluated, implemented, documented, and reviewed on the IT Helpdesk System in a controlled manner as per the processes. Share timely updates/ communication with the users.
  • Ensure availability/reachability in designated sites throughout the service windows. On-demand availability for non-business hours to support emergency/business critical issues/ VIP users as required.
  • Monitor the helpdesk system queue to pick up requests for the responsible area. Make sure the requests are always resolved in the agreed SLA with accurate and complete information provided.
  • Validate all level 1 checks, self-help, and support documentation in a given time before escalating requests to next-level support or vendor.


  • At least 2 years of experience in the IT department.
  • Bachelor’s degree in Computer Science, or a related field.
  • MCSE (Microsoft Certified Solution Expert) certified.
  • CCNA (Cisco Certified Network Associate) certified.

To see more jobs that fit your career

Salary Estimator

Discover your current worth in the job market.