System Support Associate

About the role

The System Support Associate provides first‑line technical assistance to employees across the group, handling system‑related queries via phone, email and internal channels.

Key responsibilities

• Act as the initial point of contact for support requests, diagnose and troubleshoot common software and access issues.
• Log, track and follow up on incidents, resolve those within first‑line scope and escalate complex cases.
• Maintain documentation of incidents, solutions and recurring problems.
• Test new features or issue resolutions before deployment.
• Train new hires and existing staff on system usage and new functionalities.
• Report recurring errors and suggest improvements to business analysts.

Required profile

• Bachelor’s degree or diploma in IT, Computer Science, MIS or related field.
• 1–2 years of experience in system support or a similar role.
• Strong troubleshooting, problem‑solving and communication skills.
• Patient, service‑oriented and able to prioritize multiple requests.
• Fluent in English, both written and spoken.

Required skills

• Good understanding of basic systems concepts.
• Ability to diagnose and resolve common software and user‑access issues.