IT Support Executive

We’re looking for a proactive and service-oriented IT Support Executive to join our growing team. You’ll be the first point of contact for end users, providing hands-on and remote support, resolving technical issues, and ensuring seamless daily IT operations across the organization.Key ResponsibilitiesFrontline Support: Serve as the initial point of contact for all Level 1 incidents and requests. Provide both face-to-face and remote technical assistance to end users.Troubleshooting: Diagnose and resolve common hardware, software, and access-related issues using predefined procedures and knowledge bases.Service Desk Operations: Manage and monitor tickets through the Freshservice system, ensuring timely resolution and adherence to SLAs.Asset & Access Management: Support the deployment, configuration, and maintenance of IT assets and peripherals. Administer user accounts and access permissions.Escalation & Coordination: Escalate complex issues to Tier 2/3 teams and coordinate with vendors for resolution when needed.Event & Meeting Support: Provide technical assistance during internal events and meetings.Documentation & Reporting: Maintain updated knowledge articles, SOPs, and assist in generating reports and trend analyses to improve service delivery.Support IT Team Leads and Managers in daily operations.Contribute to Problem and Change Management processes.Track, prioritize, and follow up on service requests.Identify and implement opportunities for service improvement.RequirementsDiploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.Minimum 2 years’ experience in IT support (Tier 1 or 1.5 level).Proficiency in Windows, macOS, hardware/software troubleshooting, and IT infrastructure basics.Experience with ticketing systems such as Freshservice, ServiceNow, or similar tools.Strong understanding of access management and incident resolution workflows.Excellent communication, organizational, and customer service skills.Relevant certifications (e.g. ITIL, A+, N+, MCSA/MCSE, CCNA, AZ-900) are an advantage.Independent, results-driven, and committed to continuous improvement.This position will be on a contract basis, with an opportunity for conversion to a permanent role depending on performance and organizational requirements.