Technical Support with ownership for L1 operations, escalation handling, SLA performance, quality governance, process adherence, team enablement and AI-enabled service improvement through automation, ticket intelligence and knowledge management.
Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- 4+ years of experience in IT Service Desk, Technical Support, ID Provisioning, Identity & Access Management or related IT operations.
- Strong hands-on understanding of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Exchange Online and standard enterprise collaboration tools.
- Working knowledge of Active Directory, Azure Active Directory / Microsoft Entra ID, account lifecycle management, MFA, SSO, mailbox support and access governance processes.
- Basic understanding of Artificial Intelligence (AI) and Generative AI tools, including their business applications, benefits, limitations, and associated security, privacy, and compliance considerations.
- Proven experience working with ITSM tools such as ServiceNow, including queue management, ticket documentation, SLA tracking and escalation handling.
- Ability to troubleshoot hardware, software, email, network connectivity, VPN, remote access, printer, application and account-related issues.
- Strong understanding of onboarding, offboarding, transfer, role-change and access-revocation workflows.
- Strong customer service orientation with the ability to handle senior stakeholders and global users in a professional manner.
- Strong analytical, problem-solving and decision-making skills with the ability to prioritise multiple issues in a fast-paced operations environment.
- Excellent written and verbal communication skills, including crisp status updates, escalation summaries and stakeholder follow-ups.
- Ability to mentor junior team members, review ticket quality and drive adherence to defined SOPs, controls and compliance requirements.
- Working knowledge of AI-enabled IT support use cases such as ticket categorisation, routing, summarisation, response drafting, knowledge article creation and trend analysis.
- Ability to identify repetitive manual activities in Tech Support and convert them into automation opportunities using ServiceNow workflows, Power Automate, scripts, dashboards or approved AI tools.
- Willingness to work in shifts and support global operations as required.
ITIL Foundation certification or equivalent IT service management exposure.
- Stronger working knowledge of Microsoft Entra ID, Conditional Access, MFA, SSO, Identity Lifecycle Management and access review processes.
- Exposure to access governance, risk controls, audit evidence preparation and compliance-driven operational processes.
- Basic PowerShell knowledge for administration, reporting and troubleshooting.
- Experience with knowledge management, SOP creation, training junior team members and driving process standardisation.
- Exposure to Power BI, Excel reporting, ServiceNow dashboards or operational metrics tracking.
- Exposure to AI-based service desk capabilities such as virtual agents, predictive ticket triage, sentiment analysis, automated resolution notes and knowledge gap identification.
- Experience supporting collaboration tools such as Microsoft Teams, Zoom and WebEx.
- Microsoft, Cisco, ITIL, CompTIA A+, Network+ or related certifications.
- Prior experience as a shift lead, SME, queue owner or small-team lead will be an advantage.
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Escalation management and stakeholder communication
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Team coaching, knowledge sharing and process improvement
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Incident and request closure within SLA
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Queue hygiene, ageing control and backlog reduction
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CSAT, communication quality and first-time-right resolution
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Ticket quality, documentation accuracy and audit readiness
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Identify automation opportunities in Tech Support workflows and partner with relevant teams to implement AI-enabled improvements.
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Use AI tools responsibly to improve ticket summaries, knowledge articles, response quality, routing accuracy and operational reporting
