IT Helpdesk Support (L1/L2 & IT Operations)

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

Skills
Account Management, Onboarding, Vendor Management, Documentation

Employment type
Full-time

Work arrangement
No