IT Support Executive

Job Overview

Provide initial level support for Identity and Access Management (IAM) related incidents and service requests. Carry out user account management tasks including creation, modification, suspension, deletion, as well as password resets and account unlocking following approved protocols. Troubleshoot issues related to user IDs by adhering to documented procedures, manuals, and SOPs. Support users in resolving login, authentication, and access problems across multiple systems and applications.

Communicate clearly and effectively with both technical and non-technical users, adjusting explanations to their understanding level. Present technical details and solutions in simple, user-friendly terms. Escalate complex or unresolved cases to specialized support teams when needed. Maintain strict compliance with security policies, access governance, and audit control requirements. Accurately document all incidents, requests, and actions in the ticketing system, including troubleshooting processes and outcomes.

Participate in ongoing enhancement of support workflows, knowledge repositories, and operational procedures to improve service quality. Deliver courteous, customer-centric support while achieving set service levels and operational goals.

Qualifications and Skills

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related fields.
• 1 to 3 years of experience in IT Support, Service Desk, Identity & Access Management, or User Administration.
• Excellent communication and interpersonal skills to engage with users of varying technical expertise.
• Aptitude for clearly conveying technical concepts and troubleshooting steps in an accessible manner to non-technical users.
• Strong customer focus and solid analytical and problem-solving skills.
• Ability to strictly follow documented procedures and standard operating protocols.
• Proficient in supporting users via phone, email, chat, and ticket management systems.
• Detail-oriented with the ability to keep accurate records of support activities and user access.
• Experience with Active Directory, Microsoft Entra ID (Azure AD), or comparable Identity Management platforms.
• Familiarity with ITIL processes and certified ITIL Foundation preferred.
• Knowledge of information security principles pertinent to user access management.

Additional Details

• Minimum qualification required: Diploma (D3).
• Minimum experience level: Staff level (1 to 3 years).
• Age and GPA requirements not specified.