We are seeking a proactive, technically skilled, and solution-oriented IT Associate to support and maintain the organization’s IT infrastructure, ensure reliable network connectivity, manage Sophos Firewall security, and provide timely technical assistance to employees.

The ideal candidate should have a sound understanding of networking, hardware and software troubleshooting, system maintenance, and IT security practices. The role also involves identifying, implementing, and supporting AI-powered tools and automation solutions to improve employee productivity, streamline workflows, and enhance overall operational efficiency.

Requirements

Key Responsibilities

A. Network Administration and Troubleshooting

Configure, monitor, maintain, and troubleshoot LAN, WAN, Wi-Fi, and internet connectivity.

Manage basic network configurations, including IP addressing, TCP/IP, DHCP, DNS, and related network settings.

Identify and resolve network connectivity, performance, and availability issues.

Monitor network infrastructure to ensure stable and reliable connectivity across the organization.

Coordinate with internet service providers (ISPs) and network vendors for issue resolution and service maintenance.

Maintain network documentation and assist in implementing network improvements.

B. Sophos Firewall Administration and Security

Configure, manage, and monitor Sophos Firewall settings, security policies, and access controls.

Create and maintain firewall rules, Network Address Translation (NAT) policies, and web filtering configurations.

Configure and troubleshoot VPN connections and remote access for authorized users.

Review firewall logs, investigate security alerts, and resolve connectivity or policy-related issues.

Perform firewall configuration backups and assist with firmware upgrades and security updates.

Monitor firewall performance and help maintain secure network access in accordance with organizational policies.

Follow cybersecurity best practices and promptly escalate potential security incidents to the IT Manager.

C. Hardware Installation and Troubleshooting

Diagnose and resolve hardware issues involving desktops, laptops, printers, scanners, and other IT peripherals.

Install, configure, upgrade, and maintain computer systems, hardware components, and accessories.

Identify defective components and coordinate repairs or replacements as required.

Set up and configure IT equipment for new employees and existing users.

Maintain IT asset inventory, hardware allocation records, warranty information, and equipment lifecycle documentation.

Coordinate with hardware vendors and service providers for repairs, replacements, and technical support.

D. Software Support and System Maintenance

Install, configure, update, and troubleshoot operating systems and business applications.

Diagnose and resolve software errors, application crashes, system performance issues, and compatibility problems.

Provide technical support for email clients, office productivity tools, web browsers, antivirus solutions, and other business applications.

Perform routine software updates, security patching, and preventive system maintenance.

Assist with data backup, restoration, and recovery procedures in accordance with company policies.

Ensure that software installations and usage comply with licensing requirements and organizational IT policies.

Maintain system configurations and troubleshooting documentation.

E. AI Tools, Automation, and Productivity Enhancement

Identify and recommend suitable AI-powered tools and applications based on business requirements.

Assist in deploying, configuring, and maintaining approved AI platforms and productivity solutions.

Identify repetitive tasks and business processes that can be streamlined through AI tools and workflow automation.

Support the integration of AI applications with existing business systems, where required and authorized.

Troubleshoot AI application issues, access problems, integration errors, and performance-related concerns.

Provide basic training and technical guidance to employees on the effective use of approved AI tools.

Evaluate emerging AI technologies and recommend practical solutions that improve productivity and operational efficiency.

Promote responsible AI usage by following company policies relating to data privacy, information security, and access permissions.

F. General IT Support and Infrastructure Management

Provide first-level technical support to employees for hardware, software, network, email, and application-related issues.

Respond to IT support requests, prioritize incidents, and resolve issues within agreed timelines.

Install and configure computers, user accounts, printers, peripherals, and other IT equipment.

Create, modify, and manage user accounts and access permissions as authorized.

Maintain IT asset registers, support tickets, system records, and technical documentation.

Perform routine IT infrastructure checks and preventive maintenance.

Assist with onboarding and offboarding activities, including IT equipment allocation, account setup, and access revocation.

Coordinate with the IT Manager, service providers, and external vendors to resolve complex technical issues.

Adhere to company IT policies, cybersecurity standards, data protection requirements, and access control procedures.

3. Required Skills and Qualifications

Diploma or Bachelor’s degree in Information Technology, Computer Science, Computer Applications, or a related field.

Basic to intermediate knowledge of computer networking, including LAN, WAN, TCP/IP, DHCP, DNS, and Wi-Fi.

Practical knowledge of Sophos Firewall administration, configuration, monitoring, and troubleshooting.

Strong hardware and software troubleshooting skills.

Familiarity with Windows operating systems, email platforms, office productivity applications, and common business software.

Understanding of antivirus solutions, endpoint security, system updates, backups, and basic cybersecurity practices.

Familiarity with AI-powered applications, productivity tools, and workflow automation platforms.

Good analytical, troubleshooting, communication, and interpersonal skills.

Ability to manage multiple support requests, prioritize tasks, and work independently when required.

Willingness to learn new technologies, adopt emerging tools, and continuously improve IT processes.

4. Experience

Preferred experience: 1–3 years in IT support, IT operations, network administration, or a similar role.

Freshers with relevant technical knowledge, practical skills, and a willingness to learn may also apply.

Hands-on experience with Sophos Firewall, network troubleshooting, and end-user technical support will be an advantage.

Exposure to AI tools, business process automation, and productivity-enhancement solutions will be an added advantage.

5. Key Competencies

Technical troubleshooting and problem-solving.

Network and firewall administration.

User support and service orientation.

Cybersecurity awareness and attention to detail.

AI adoption and process improvement.

Time management and task prioritization.

Teamwork, accountability, and continuous learning.

6. Performance Expectations

The IT Associate is expected to contribute to reliable IT operations by ensuring timely resolution of technical issues, maintaining network and firewall stability, keeping IT assets and documentation up to date, and identifying opportunities to improve productivity through AI tools and automation.

The role requires a proactive approach to technical support, a strong focus on information security, and the ability to support the evolving technology needs of the organization.

IT Associate

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