IT Support Intern

As an IT Support Level 1, you are the backbone that keeps our people productive. You will handle first-response support, maintain basic infrastructure, and make sure common technical issues get resolved quickly so product and operations run without friction. Your Growth & Impact - Develop foundational IT skills by handling real user issues and routine system tasks. - Expand technical confidence through hands-on work with Windows Servers, networks, and desktop support. - Build cross-team relationships by working closely with product, HR, and operations teams. - Position yourself for progression into system administration or network roles with on-the-job mentoring. - Gain practical exposure to ticketing systems and vendor coordination, strengthening your professional toolkit. Responsibilities User Support & Incident Management - Respond to incoming support requests via ticketing system and chat, diagnose issues, and provide clear next steps. - Triage hardware and software incidents and resolve common desktop problems within agreed service windows. - Assist users with account access, password resets, and application troubleshooting. - Escalate complex issues to senior IT staff with clear replication steps and logs. Systems & Network Maintenance - Perform basic server and workstation checks, including Windows Server health and patch status. - Support local area network troubleshooting such as connectivity checks and switch port issues. - Help set up new devices, install required software, and configure user profiles. - Assist with routine backups and inventory of IT assets. Documentation & Continuous Improvement - Maintain clear knowledge base articles and step-by-step guides for common fixes. - Record incident details and resolution steps in the ticketing system for team learning. - Suggest small process improvements to reduce repeat incidents and speed up response times. - Coordinate with vendors for warranty repairs and hardware replacements when needed. Requirements Qualifications & Experience - Fresh graduate or equivalent with 0 years of professional IT support experience. - Diploma or degree in IT, Computer Science, or related field is preferred but not mandatory. - Available to work standard office hours and respond to priority issues when required. Hard Skills & Knowledge - Troubleshooting (Problem Solving): Able to diagnose common desktop and application faults. - Customer Service: Comfortable communicating technical steps in plain language to non-technical users. - Microsoft Office and Windows Servers: Familiarity with Office apps and basic Windows Server tasks. - Local Area Networks and Photo Editing: Basic network concepts and simple image editing for internal materials. Soft Skills & Qualities - Clear communicator who can write concise incident notes and guide users calmly through fixes. - Patient, curious, and willing to learn from tickets and peer reviews. - Organised and reliable with attention to detail when documenting changes and asset records. - Team player who accepts feedback and follows escalation procedures responsibly.