Technical Associate

Job Description

Technical Associate role in the Technology | IT Infra department at Emeritus, providing IT support in a global education technology environment.

Provide L1/L2 remote desktop support to end users via phone, email, chat, and remote support tools
Diagnose and resolve hardware, software, operating system, application, and basic network issues in a timely manner
Install, configure, and support Windows and macOS systems, including laptops and peripherals
Troubleshoot issues related to MS Office, Outlook, Teams, VPNs, and enterprise applications
Manage user accounts, access, and permissions using Azure Entra ID and related identity tools
Handle incidents, service requests, and changes using ITSM tools such as ServiceDesk Plus
Configure, monitor, and perform basic troubleshooting of network switches, firewalls, and routers under defined standards and escalation guidelines
Assist with network connectivity issues, including LAN, Wi-Fi, VPN access, and device-level network configurations
Identify complex infrastructure or security issues and escalate to L3 / Network / Security teams, following up until resolution
Assist with system setup, maintenance, software deployment, and updates, ensuring compatibility and stability
Guide users through troubleshooting steps and provide basic training or usage support when required
Maintain accurate ticket updates, technical documentation, SOPs, and knowledge base articles
Track, document, and analyze recurring incidents to support root-cause analysis and service improvement
Ensure SLA adherence, operational reliability, and high levels of customer satisfaction

Degree in IT, Computer Science, or a related field
3–5 years’ experience in Desktop / IT Support, preferably in a fast-paced remote global support environment
Strong knowledge of Windows OS, basic macOS, and end-user hardware
Experience with Active Directory, Office 365, and user access management
Hands-on experience with remote support tools and ITSM/ticketing systems
Good understanding of networking (TCP/IP, DNS, VPN, LAN/Wi-Fi)
Hardware troubleshooting and system setup experience
Exposure to cloud platforms and understanding of ITIL processes is a must
Strong communication and troubleshooting skills with a customer-focused mindset
Ability to manage multiple issues, prioritize effectively, and own problems through resolution