Associate Consultant

Key Responsibilities

• Monitor and manage IT support queues, ensuring timely triage and resolution of incidents and service requests
• Respond to and resolve incoming support calls and tickets, providing first-line technical assistance to end users
• Troubleshoot basic network issues such as connectivity problems, access-point availability, and switch-port configurations
• Assist in identifying and resolving issues related to firewall rules or access restrictions in collaboration with the network/security team
• Process and fulfil endpoint hardware requests in line with company standards and asset-management procedures
• Ensure adherence to Service Level Management (SLM) procedures, escalating issues when necessary to meet service targets
• Maintain accurate and up-to-date records of support activities and resolutions using the ITSM tool
• Collaborate with other IT teams to ensure seamless end-to-end support and promote knowledge sharing across the department

Essential Skills & Experience

• Proven experience in a help desk or IT support role
• Knowledge of Windows operating systems, Microsoft Intune, and Office 365 (desirable)
• Familiarity with endpoint hardware provisioning, imaging, and lifecycle management
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, wireless access points, firewalls, and switches
• Experience troubleshooting connectivity issues in both wired and wireless environments
• Strong communication and customer service skills, with a user-focused approach
• Ability to prioritise, troubleshoot, and manage multiple tasks effectively in a fast-paced environment

Desirable Qualifications

• ITIL Foundation certification or equivalent experience with ITIL-based service management
• Azure or AWS certifications
• Networking certifications such as Cisco CCNA or equivalent