IT Support Associate – Technical Help Desk

About the role

The IT Support Associate will deliver day-to-day technical assistance to Metayb employees, ensuring smooth operation of the company’s IT environment. This entry-level position involves troubleshooting hardware, software and network issues while maintaining accurate documentation and asset records.

Key responsibilities

• Provide first-level support for laptops, desktops, printers, applications and peripherals.
• Troubleshoot basic LAN, Wi-Fi, VPN, Internet, DNS and DHCP problems.
• Install, configure and maintain operating systems and approved software.
• Support user onboarding and off-boarding, account setup and IT equipment allocation.
• Manage and update IT support tickets, ensuring timely resolution.
• Maintain accurate IT asset inventory and related documentation.
• Assist with network devices, Microsoft 365, IP phones, CCTV and attendance systems.
• Escalate complex issues to senior IT staff or external vendors.
• Follow IT policies, SOPs, security practices and support procedures.

Required profile

• Strong communication and customer-service orientation.
• Good documentation and organizational abilities.
• Problem-solving mindset and willingness to learn.

Required skills

• Good knowledge of Windows 10 and Windows 11 operating systems.
• Understanding of computer hardware components.
• Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/Wi-Fi and VPN.
• Familiarity with Microsoft 365 suite.