Job Description

Role Summary

The Senior IT Associate is a pivotal member of the technology team, responsible for maintaining, optimizing, and securing our corporate IT infrastructure. This role combines hands-on technical troubleshooting with helping junior staff and managing asset lifecycles. You will serve as a point of escalation for complex issues and play a key role in on-call crisis response to ensure business continuity.

Key Responsibilities

Infrastructure & Networking

Monitor office network health and performance, ensuring high availability of corporate resources.
Implement and enforce security protocols in alignment with industry standards.

IT Service & Asset Management

Manage the full lifecycle of IT assets, from procurement and imaging to decommissioning.
Administer ITSM platforms to ensure tickets are categorized, tracked, and resolved within SLA.
Follow service management process, track hardware inventory, and software licenses.

Tactical Problem-Solving

Escalation: Act as the primary level-1 and level-2 support for complex hardware and software issues.
On-Call Response: Lead the resolution efforts during critical system outages or security incidents.

Qualifications

Required:

Education: Bachelor's Degree in a related field.
Experience: 2+ years of professional experience in IT operations and infrastructure.
Technical Skills: Proven track record in troubleshooting complex environments and managing on-call crisis response.

Preferred (The Standout Candidate)

Education: Bachelor's Degree specifically in Information Systems or Computer Science.
Certifications: ITIL 4 Foundation (for service management excellence).
Microsoft Certifications (M365).
CCNA (Cisco Certified Network Associate).

Core Competencies

Communication: Ability to translate complex technical jargon into actionable insights for non-technical stakeholders.
Sociability: Maintain good relationship with end-users.
Resilience: Calm under pressure during system crises and tactical firefighting.
Proactivity: A mindset focused on preventing issues before they occur through robust operational maintenance.