Qualifications and Experience

• Recently graduated or waiting on graduation with a degree in IT, Computer Science, or related field
  
• Basic understanding of:
  
• Operating systems (Windows, macOS, Linux basics)
  
• Networking fundamentals (IP, DNS, connectivity)
  
• Hardware troubleshooting
  
• Familiarity with:
  
• Ticketing tools (e.g., ServiceNow, Jira) – optional
  
• Microsoft Office / Google Workspace
  

1. Day-to-Day Client Support (Core Function)

· Provide Level 1 support for hardware, software, and network-related issues

· Respond to client queries via ticketing systems, email, or phone

· Troubleshoot basic issues and escalate complex cases to senior engineers

· Support both internal users (staff) and external clients (platform users, partners)

2. System Setup & User Enablement

· Assist in onboarding/offboarding (account setup, access provisioning, device configuration)

· Configure laptops, applications, and collaboration tools

· Support client access to fintech platforms and resolve login/access issues

3. Incident Logging & Documentation

· Log, track, and update tickets in the IT service management system

· Document issues, resolutions, and troubleshooting steps

· Maintain knowledge base (KB) articles and user guides

4. Infrastructure & Asset Support

· Assist in maintaining IT inventory (devices, licenses, assets)

· Support routine system checks and monitoring activities

· Help with hardware setup, upgrades, and replacements

5. Testing & Deployment

· Participate in basic testing (UAT support, regression checks) for new releases

· Assist with deployment activities (software updates, patches)

· Report bugs and usability issues from a support perspective