Assistant Executive (IT) - Technical Support (L1, L2)

Job Responsibilities:

1. End‑User & Desktop Support (L1 / L2)

• Provide first‑ and second‑level IT technical support to end‑users including desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, OS, and application issues within defined SLA timelines.
• Perform onsite and remote troubleshooting, escalation, and follow‑up to ensure timely issue resolution.

2. Service Management & Ticketing Operations

• Manage incidents, service requests, and problem records through the IT Service Management (ITSM) / ticketing system.
• Ensure tickets are properly logged, categorized, prioritized, documented, and closed in accordance with IT service procedures.
• Track recurring issues and assist in problem root‑cause analysis and preventive actions.
• Support SLA monitoring, reporting, and service improvement initiatives.

3. Ivanti Endpoint Management & Operations

• Support daily operations of the Ivanti Endpoint / Neurons platform, including:
• Endpoint onboarding and device lifecycle management
• Software deployment and patching activities
• Endpoint health checks and compliance statusmonitoring
• Assist in Windows OS patching, application updates, and remediation tasks as scheduled.
• Perform endpoint troubleshooting for non‑compliant or unmanaged devices.

4. Security & Compliance Support

• Support implementation of endpoint security controls including antivirus, encryption, and configuration baselines.
• Assist in access provisioning, de‑provisioning, and device hardening activities.
• Provide operational support during security reviews, audits, and compliance checks (e.g. evidence gathering, screenshots, logs).
• Escalate security incidents or abnormal system behaviour to relevant IT teams or vendors.

5. Infrastructure & Application Support

• Provide basic support for server, network, and infrastructure components, including user access, connectivity, and application availability.
• Assist in operational support for enterprise applications, databases, and backend systems (e.g. Oracle, Microsoft SQL Server) where applicable.
• Coordinate with outsourced vendors and internal IT teams for issue resolution and changes.

6. IT Operations & Maintenance

• Perform daily IT BAU operational tasks, including system checks, housekeeping, and routine maintenance.
• Maintain IT asset inventory, endpoint records, and documentation.
• Support technology refresh, device replacement, and migration activities.
• Prepare and maintain technical documentation, SOPs, and user guides.

7. User Enablement & Continuous Improvement

• Provide user guidance and basic training on IT tools, security practices, and systems.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Support IT initiatives related to digital workplace, endpoint modernization, and service quality improvement.

Job Requirements:

• Preferably with minimum 1 year experience in IT Support / Helpdesk / Onsite / Desktop support hands‑on experience
• Diploma / Degree holders in IT or related discipline
• Hands‑on experience with: Windows OS (Desktop & Server), Endpoint management tools (Ivanti preferred), ITSM / Ticketing systems
• Basic knowledge of networking, IT security, and infrastructure

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD formator please click on “Apply Now”.

We regret only shortlisted candidates will be notified.

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