Associate Support Specialist (IT- Infra Support)

About the role

The Associate Support Specialist is the first point of contact for IT support, delivering Level 1 technical assistance to end‑users across hardware, software, operating systems and mobile platforms. The role focuses on rapid incident resolution, service request fulfillment and adherence to Service Level Agreements in a fast‑paced environment.

Key responsibilities

• Receive and log IT requests via phone, email, chat or ticketing system (ServiceNow).
• Troubleshoot and resolve Level 1 issues on Windows, macOS, iOS and Android devices.
• Perform password resets, account unlocks and basic user account administration.
• Install, configure and maintain software on end‑user systems.
• Support VPN, remote access and basic network connectivity problems.
• Document all actions accurately and update ticket status.
• Escalate unresolved incidents to Level 2/3 teams following defined procedures.
• Contribute to knowledge‑base articles and FAQs.
• Follow ITIL practices and company policies.

Required profile

• 6 months to 3 years of experience in an IT Service Desk or technical support role.
• Basic understanding of Windows, macOS, iOS and Android operating systems.
• Familiarity with ServiceNow or similar ITSM tools and remote support utilities.
• Willingness to work in shifts and provide 24 × 7 coverage.
• CompTIA A+ and ITIL v4 certifications are a plus.
• Strong problem‑solving, analytical and communication skills.
• Customer‑centric attitude and ability to work well in a team.

Required skills

• Windows operating system
• macOS operating system
• iOS mobile operating system
• Android mobile operating system
• ServiceNow (ITSM)
• VPN and remote access technologies
• Basic network troubleshooting
• CompTIA A+ (preferred)
• ITIL v4 (preferred)

What we offer

• Flexible working environment
• Volunteer time off
• LinkedIn Learning access
• Employee Assistance Program (EAP)