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.