Job description

We are seeking a detail-oriented and professional IT Helpdesk Support specialist to join our growing IT Operations team in Vacoas-Phoenix, Mauritius. The IT Support Specialist is responsible for delivering Level 1 and Level 2 technical support across QIMA’s global IT environment. The role ensures smooth operation of end-user IT services and supports ISO 27001 compliance activities. Key Responsibilities End-User Support & Service Desk Provide day-to-day IT support, manage tickets within SLA, diagnose and resolve issues, and ensure high user satisfaction. IT Service Delivery & Platform Administration Support Office 365, SSO, VPN, endpoint security tools, and manage user lifecycle including provisioning, licensing, and access control. Hardware & Local IT Support Configure and maintain end-user devices, support onboarding/offboarding, and troubleshoot network and peripheral issues. IT Operations & Monitoring Perform routine system checks, monitor alerts, ticket queues, and support patching and antivirus deployment. Access & Identity Management Manage user access, enforce MFA and password policies, and maintain audit-ready documentation. IT Asset Management Maintain asset inventory, ensure lifecycle management, and support joiner/mover/leaver processes. Security & ISO 27001 Compliance Execute ISMS controls, support audits, report risks, and assist with incident response. Incident, Change & Vendor Management Support incident resolution, change processes, and liaise with vendors. Knowledge Management & Continuous Improvement Maintain documentation, contribute to knowledge base, and improve IT processes. **Required Qualifications:** • 1-3 years of experience in IT helpdesk support or Level 1/Level 2 technical support role • Proficiency with Windows and/or macOS operating systems • Experience with ticketing systems and IT service management platforms • Knowledge of Active Directory and user account management • Strong hardware troubleshooting and diagnostic skills • Basic understanding of networking concepts and protocols • Excellent written and verbal communication skills • Ability to work efficiently in a fast-paced, multi-user environment • Strong organizational and time management abilities • Customer service orientation with a supportive approach to problem-solving **Preferred Qualifications:** • IT operations experience or background • IT support certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent) • Proficiency with remote support tools (TeamViewer, AnyDesk, or similar) • Knowledge of VPN, security protocols, and IT infrastructure basics • Experience with IT asset management systems • Familiarity with office productivity software and collaboration tools • Experience supporting users in a corporate or multi-department environment Who Are We Looking for: • Adapted to supporting users across different time zones and cultures. • Great ITSM ticking skills and communication skills • Self-improving, proactive and eager for challenges and new skills especially AI. • Capacity to work collaboratively with different teams and other IT Support members globally.

Requirements

Must-haves

End-User Support & Service Desk
Provide day-to-day IT support, manage tickets within SLA, diagnose and resolve issues, and ensure high user satisfaction.
IT Service Delivery & Platform Administration
Support Office 365, SSO, VPN, endpoint security tools, and manage user lifecycle including provisioning, licensing, and access control.
Hardware & Local IT Support
Configure and maintain end-user devices, support onboarding/offboarding, and troubleshoot network and peripheral issues.
IT Operations & Monitoring
Perform routine system checks, monitor alerts, ticket queues, and support patching and antivirus deployment.
Access & Identity Management
Manage user access, enforce MFA and password policies, and maintain audit-ready documentation.
IT Asset Management
Maintain asset inventory, ensure lifecycle management, and support joiner/mover/leaver processes.
Security & ISO 27001 Compliance
Execute ISMS controls, support audits, report risks, and assist with incident response.
Incident, Change & Vendor Management
Support incident resolution, change processes, and liaise with vendors.
Knowledge Management & Continuous Improvement
Maintain documentation, contribute to knowledge base, and improve IT processes.
Required Qualifications:**
1-3 years of experience in IT helpdesk support or Level 1/Level 2 technical support role
Proficiency with Windows and/or macOS operating systems
Experience with ticketing systems and IT service management platforms
Knowledge of Active Directory and user account management

Nice-to-haves

Preferred Qualifications:**

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