IT Associate

Role Overview

As the IT Associate, you will be the frontline troubleshooter for everyday technology issues across the organisation, from resolving user incidents to keeping hardware, networks, cloud services, and security tools running smoothly. You will also support larger projects that improve how the organisation uses data, education technology, and digital systems. Your work directly keeps teams productive, protects sensitive information, and ensures IT services meet agreed standards and response times.

Key Responsibilities

• Act as first-line support for all IT incidents and service requests, diagnosing issues, providing solutions, and escalating when necessary to meet defined service-level targets.
• Maintain the helpdesk system by logging interactions, documenting resolutions, and updating knowledge articles to support consistent service delivery.
• Assist in the deployment, maintenance, and improvement of technology infrastructure such as computer networks, telephony, end-user devices, cloud environments, and AV or teaching equipment.
• Support the installation, licensing, and effective use of approved information systems, educational technology, and digital tools, including data dashboards and analytics platforms.
• Help implement cybersecurity controls by participating in vulnerability scans, penetration testing support, access reviews, and security awareness activities.
• Contribute to incident response and post-incident reviews, documenting findings and supporting remediation actions alongside the wider IT team.
• Manage the full lifecycle of IT assets and software subscriptions, including procurement coordination, inventory tracking, deployment, and secure disposal.
• Assist with technology projects and vendor coordination, including technical evaluations, performance monitoring, and ensuring deliverables stay within scope and timeline.

Requirements & Qualifications

• Diploma in Computer Science, Information Technology, Information Management, or a closely related field from a recognised institution.
• A minimum of two years of hands-on experience in IT support, with a proven ability to resolve end-user issues and maintain IT systems.
• Relevant technical certifications that demonstrate practical knowledge in areas such as networking, cloud services, cybersecurity, or IT service management.
• Familiarity with identity management, vulnerability management, backup and recovery processes, and data protection regulations from an IT perspective.
• Strong analytical and problem-solving skills with the ability to troubleshoot across hardware, software, network, and security domains.
• Clear written and verbal communication in English, including the ability to document technical procedures and coordinate with users and vendors.
• A professional, ethical, and confidential approach to handling sensitive information and delivering IT services within a team environment.