The posting
Job Summary
Reporting to the Senior Manager, the Senior Executive/Assistant Manager is responsible for providing first-level technical support to employees and ensure the smooth and reliable operation of the organisation’s IT systems, devices and workplace technology.
The successful candidate will be responsible for handling day-to-day IT support requests, troubleshooting hardware and software issues, supporting Microsoft 365 and workplace applications, managing IT procurement activities, and assisting with IT infrastructure and technology projects when required.
Job Duties & Responsibilities
1. IT Helpdesk & User Support
- Provide first-level IT support through helpdesk, email, phone, and in-person channels.
- Log, track, prioritise, and resolve IT incidents and service requests within agreed service levels.
- Troubleshoot hardware, software, network, printing, and connectivity issues.
- Escalate complex or recurring issues to the team and/or external vendor.
- Maintain clear documentation of incidents, resolutions, and troubleshooting procedures.
- Provide timely updates to users on the status of their requests.
2. End-User Device Management
- Set up, configure, deploy, and maintain laptops, desktops, monitors, mobile devices, and other IT equipment.
- Perform Windows installation, configuration, software deployment, and basic troubleshooting.
- Support device replacement, onboarding, offboarding, and equipment handover processes
- Maintain accurate IT asset and inventory records.
- Assist with endpoint security, antivirus, patching, and device compliance activities.
3. Microsoft 365 & Business Applications
- Provide user support for Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Assist with user account, mailbox, access, and permissions-related issues.
- Support basic administration and troubleshooting of Microsoft 365 services.
- Assist users with business applications and escalate application-specific issues to vendors or application owners.
4. Network & Workplace Technology Support
- Troubleshoot basic LAN, Wi-Fi, Internet, VPN, and network connectivity issues.
- Provide support for office printers, meeting room systems, AV equipment and other workplace technology.
- Perform basic network troubleshooting and coordinate with network providers or vendors when required.
- Assist with IT support for meetings, events, and other organisational activities.
5. IT Infrastructure & Security
- Assist the IT team with routine maintenance and monitoring of IT infrastructure.
- Support backup, antivirus/endpoint protection, patching, and other IT security activities.
- Adhere to IT security policies and procedures.
- Identify and escalate potential security incidents or suspicious activities
6. IT Projects & Vendor Support
- Assist with IT infrastructure, system implementation, migration, and technology refresh projects.
- Coordinate with external IT vendors and service providers for troubleshooting and maintenance activities.
- Assist with testing and deployment of new hardware, software, and IT solutions.
- Prepare technical documentation, user guides, and support procedures.
7. IT Procurement & Asset Management
- Coordinate day-to-day IT procurement activities, including obtaining quotations, evaluating vendors, and preparing procurement recommendations.
- Raise and manage Purchase Requisitions (PR) and Purchase Orders (PO) in accordance with company procurement policies and approval workflows
- Liaise with vendors and internal stakeholders to ensure timely procurement and delivery of IT hardware, software, licenses, subscriptions, and services.
- Track procurement status, delivery schedules, warranty information, and contract renewal dates.
- Verify delivered items against approved purchase orders and coordinate invoice processing with the Finance team.
- Maintain accurate records of IT assets, documentations, contracts, warranties, and software licenses.
- Assist with asset tagging, inventory management, stock control, and lifecycle tracking of IT equipment.
- Prepare procurement and asset reports as required by management.
Requirements
- Diploma or Degree in Information Technology, Computer Science, or a related discipline.
- 3–4 years of experience in IT helpdesk, desktop support, or IT technical support.
- Good knowledge of Windows operating systems, Microsoft 365, and common business applications.
- Knowledge of networking concepts such as TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
- Experience supporting laptops, MacBooks, printers, mobile devices, and other IT peripherals.
- Good troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills with a customer-service mindset.
- Able to work independently while also collaborating effectively with the IT team and external vendors.
- This role requires flexibility to work on weekday evenings, weekends and public holidays, where required, in accordance with the National Team calendar and operational requirements.
