Associate Support Engineer

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you are passionate about driving change and making an impact, we invite you to join Team Purple and contribute to our success!

Job Description

IT Support is the frontline connection between IT@IFS and our global user community, ensuring seamless technology experiences that drive productivity. We are looking for a highly motivated Associate Systems Engineer to join our team—someone who is passionate about delivering exceptional L1 IT support, enhancing user satisfaction, and contributing to the reliability and efficiency of our IT systems.

In this role, you will be the first point of contact for IT-related issues, providing proactive troubleshooting for hardware, software, and network concerns. Beyond resolving routine support requests, you’ll play a critical role in streamlining IT processes, maintaining accurate documentation, and collaborating with other IT teams to ensure complex issues are escalated and resolved effectively.

The ideal candidate is customer-focused, detail-oriented, and eager to learn, with a foundational understanding of IT infrastructure and applications. This role is an excellent opportunity for recent graduates or those starting their IT careers to gain hands-on experience in IT service management while being trained in industry best practices and continuous service improvement methodologies.

Join us and be part of an IT support team that is committed to simplifying technology, driving collaboration, and delivering high-quality support that makes a real impact!

Key Responsibilities of an Associate Systems Engineer

• Proactive Technical Support: Deliver high-quality L1 support, ensuring fast and effective resolution of common IT issues across hardware, software, and networks to enhance user experience.
• Efficient Ticket Management: Accurately log and categorize incidents, escalating complex issues to L2 support with clear documentation to ensure seamless resolution and continuous service improvement.
• Service Excellence & Responsiveness: Prioritize and resolve support tickets, emails, and calls within agreed SLAs while maintaining a user-focused approach to IT service delivery.
• System Reliability & Performance: Assist in monitoring and maintaining IT systems and networks to proactively address potential disruptions and ensure smooth business operations.
• Hardware & Software Enablement: Support the seamless installation, configuration, and troubleshooting of IT equipment, ensuring users can work efficiently with minimal disruption.
• Knowledge Sharing & Collaboration: Maintain detailed records of issues, solutions, and best practices within the ITSM tool to foster knowledge-sharing and continuous learning within the IT team.
• Process Simplification & Documentation: Contribute to the creation and improvement of IT processes and procedures, ensuring clarity, efficiency, and ease of use for both IT teams and end users.
• Cross-Functional IT Collaboration: Gain exposure to a broad range of IT services and applications, working closely with different teams to drive seamless IT service integration and innovation.
• Commitment to Quality & Compliance: Uphold IT support quality standards, ensuring adherence to SLAs, effective knowledge management, and high customer satisfaction scores.
• Continuous Improvement Mindset: Actively contribute to IT service enhancement initiatives, leveraging feedback and data insights to simplify processes and improve the end-user experience.
• Flexible & Reliable Support Coverage: Adapt to a 24/5 rotating shift schedule to provide consistent IT support, ensuring business continuity across global teams.

How is it measured:

• Efficient Issue Resolution: L1 support tickets are resolved promptly within agreed SLAs, ensuring minimal disruption to end users.
• Accurate & Transparent Documentation: All incidents, resolutions, and troubleshooting steps are clearly logged in the IT Service Management (ITSM) system to support knowledge sharing and continuous improvement.
• User-Centric Support Experience: Positive feedback and high satisfaction ratings from end-users, reflecting a commitment to clear communication, responsiveness, and quality service.
• Effective Collaboration & Escalation Management: Complex issues are escalated efficiently with well-documented context, ensuring a smooth handover to higher support levels while maximizing first-contact resolution.
• Commitment to Best Practices: Adherence to IT support processes, service management frameworks, and continuous service improvement (CSI) initiatives to drive operational excellence. 
  

Qualifications

To be successful you will have:

Education:

• On going bachelor’s degree in computer science, Information Technology, or related field is preferred.

Experience:

• Entry-level role: no prior professional experience required.
• Relevant internships or certifications in IT support or related fields are a plus.

Skills:

• Basic understanding of IT infrastructure, networking, and system administration.
• Strong problem-solving and communication skills.
• Ability to learn and adapt to new technologies quickly.
• Good customer service and business communication skills.
• Work effectively individually or in a team-oriented, collaborative environment with great interpersonal skills.
• Ability to work in 24/5 shifts rotating weekly basis

Additional Information

Why Join Us

Opportunity to be part of a transformative journey shaping the future of our organization.

Collaborative and supportive work environment fostering professional growth and development.

Competitive compensation package and benefits.

Potential to transition into L2 support or specialized IT roles based on performance and skill development.

For general information about IFS, visit ifs.com

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.