Senior Associate IT Support
Core
Senior IT Support Associate managing L1 operations, escalation handling, SLA performance, and AI-enabled service improvements for a global communications company.
Role type
Senior IC IT Support / Service Desk Lead
Builds
IT service delivery, identity lifecycle management, and automated support workflows
Domain
IT Operations / Identity & Access Management / Enterprise Support
Required skills
Windows 10/11, Microsoft 365, Active Directory, Azure AD / Microsoft Entra ID, ServiceNow, PowerShell, AI/GenAI tools, ITIL, stakeholder communication, team mentoring
Preferred skills
Shift lead experience, SME experience, Power Automate, Power BI, access governance expertise
Technologies
ServiceNow, Microsoft Entra ID, Power Automate, Power BI, Windows 10/11, Microsoft 365, Active Directory, Azure AD, PowerShell
Responsibilities
Manage L1 operations and escalation handling; mentor junior team members and review ticket quality; identify and implement automation opportunities using AI and scripts; handle onboarding, offboarding, and access governance workflows; troubleshoot hardware, software, and network issues; drive adherence to SOPs and compliance requirements.
Seniority
Senior, hands-on IC with team enablement responsibilities