IT Support Specialist (Level 1)

About the Opportunity:

We are modernizing how IT Services operates, shifting from reactive firefighting to proactive, scalable support. As an IT Support Specialist (Level 1), you are the frontline of this operation, ensuring employees receive timely, professional IT support while building strong fundamentals in modern IT environments.

This role focuses on execution, learning, and reliability. You will operate under guidance, with design decisions, policy definition, and deep platform configuration owned by senior team members.

This is not just about resetting passwords. It’s about delivering quality support, learning structured IT operations, and growing steadily with coaching and support.

You’ll be part of a team that:

• Support users: Provide first-line support for hardware, software, and access issues (Windows, Microsoft 365 / Slack / Zoom).
• Onboard & offboard staff: Set up user accounts, issue devices, and support smooth employee transitions.
• Manage assets: Track IT equipment, maintain inventory records, and assist with audits and asset reconciliation.
• Document & share knowledge: Create and maintain troubleshooting guides and SOPs in Confluence.
• Assist in projects: Support assigned tasks in upgrades, cleanup, and standardization initiatives under guidance.
• Educate users: Provide basic usage guidance and tips to reduce repeat tickets.
• Collaborate & escalate responsibly: Work with teammates and escalate issues with proper context (what was checked, outcomes, screenshots/logs where applicable), while maintaining ownership until closure.

What We Look For:

• Diploma or Degree in IT, Computer Science, or equivalent practical experience.
• 1–2 years of IT support / helpdesk experience, or strong hands-on exposure with the right learning mindset.
• Hands-on troubleshooting experience with Zoom, Windows, and Microsoft 365 (Outlook, OneDrive, SharePoint).
• Basic understanding of account management and ticket handling.
• Strong communication skills in English (spoken and written).

Good to Have:

• Exposure to macOS support.
• Experience with collaboration tools (Slack, Jira, Confluence).
• Familiarity with asset or ticketing tools (Intune, Lansweeper, ServiceNow, Zendesk).
• Awareness of ITIL basics (incidents, requests, escalation).

Your Mindset

• Ownership: Takes responsibility and follows through on assigned work.
• Professionalism: Treats users with patience, respect, and clarity.
• Team player: Shares knowledge and supports teammates.
• Eager to learn: Willing to be coached and grow into modern IT tools and processes.

Our Commitment to You
At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.