IT Support Executive

About the role

The IT Support Executive provides first‑level assistance for Identity Management and Access Management (IAM) incidents and service requests. You will work closely with both technical and non‑technical users to ensure smooth access to systems and applications.

Key responsibilities

• Handle user account creation, modification, suspension, deletion, password resets and unlocks following approved procedures.
• Troubleshoot and resolve ID‑related issues, assisting users with login, authentication and access problems across multiple platforms.
• Communicate technical information in clear, user‑friendly language and escalate complex cases to appropriate teams.
• Maintain accurate incident and request records in the ticketing system and document resolution steps for future reference.
• Ensure compliance with security policies, access governance and audit requirements.
• Contribute to continuous improvement of support processes, knowledge‑base articles and operational workflows.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• 1‑3 years of experience in IT Support, Service Desk, IAM or user administration.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Detail‑oriented, customer‑focused and able to follow documented SOPs.
• Experience in a corporate Service Desk or IT Operations environment.
• ITIL Foundation certification and understanding of information security principles for user access.

Required skills

• Active Directory
• Microsoft Entra ID (Azure AD) or similar Identity Management platforms
• ITIL Foundation knowledge
• Ticketing / incident management tools