Senior Associate IT Infrastructure

Job Description

Job Summary

We are looking for a Senior Associate IT Infrastructure to provide reliable IT infrastructure, end-user support, and workplace technology services. The role will be responsible for managing IT helpdesk operations, endpoint devices, IT assets, Microsoft 365, infrastructure administration, and day-to-day technology support while ensuring adherence to IT service management standards and SLA commitments.

Key Responsibilities

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• Provide IT helpdesk and end-user support for hardware, software, applications, and connectivity-related issues.
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• Manage device build, imaging, deployment, configuration, collection, and replacement activities.
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• Support and maintain laptops, desktops, printers, scanners, and other IT peripherals.
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• Manage meeting room technology, including displays, video conferencing systems, audio systems, and related equipment.
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• Perform endpoint, patch, antivirus, and EDR management to maintain device security and compliance.
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• Maintain IT asset and inventory records, including asset issuance, return, tracking, reconciliation, and disposal.
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• Provide working-level administration and troubleshooting support for Windows and Linux environments.
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• Support Microsoft 365 and collaboration platforms, including user administration and troubleshooting.
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• Handle incident and problem management, ensuring timely resolution and appropriate escalation.
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• Monitor and maintain IT helpdesk SLAs, service requests, incidents, and support metrics.
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• Provide basic support for Identity & Access Management (IAM), user access, permissions, and authentication-related issues.
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• Support basic LAN/VLAN networking, connectivity troubleshooting, and coordination with network teams.
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• Provide basic administration and troubleshooting support for telecom, EPABX, CCTV, and door access systems.
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• Coordinate with vendors and internal stakeholders for IT infrastructure, support, maintenance, and service-related activities.
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• Maintain appropriate IT documentation, SOPs, asset records, and service-related reports.
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• Ensure compliance with applicable IT security, information security, and organizational policies.
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Required Skills

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• Strong hands-on experience in IT helpdesk and end-user support.
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• Experience in device deployment, imaging, endpoint management, and IT asset management.
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• Working knowledge of Windows and Linux administration.
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• Good understanding of Microsoft 365 and collaboration tools.
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• Knowledge of patch management, antivirus, and EDR solutions.
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• Basic understanding of LAN, VLAN, TCP/IP, and network troubleshooting.
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• Knowledge of ITIL principles, incident management, problem management, and SLA management.
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• Basic exposure to IAM, telecom/EPABX, CCTV, and access control systems.
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• Strong troubleshooting, communication, coordination, and problem-solving skills.
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Qualification

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• Bachelor's degree/Diploma in IT, Computer Science, Information Technology, or a related field.
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• ITIL Foundation certification is desirable but not mandatory.
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Experience

2–5 years of relevant experience in IT infrastructure, IT helpdesk, desktop support, endpoint management, or workplace IT operations.