IT Support Intern

Key Responsibilities:

1.     Day-to-Day Client Support (Core Function)

·      Provide Level 1 support for hardware, software, and network-related issues

·      Respond to client queries via ticketing systems, email, or phone

·      Troubleshoot basic issues and escalate complex cases to senior engineers

·      Support both internal users (staff) and external clients (platform users, partners)

2.     System Setup & User Enablement

·      Assist in onboarding/offboarding (account setup, access provisioning, device configuration)

·      Configure laptops, applications, and collaboration tools

·      Support client access to fintech platforms and resolve login/access issues

3.     Incident Logging & Documentation

·      Log, track, and update tickets in the IT service management system

·      Document issues, resolutions, and troubleshooting steps

·      Maintain knowledge base (KB) articles and user guides

4.     Infrastructure & Asset Support

·      Assist in maintaining IT inventory (devices, licenses, assets)

·      Support routine system checks and monitoring activities

·      Help with hardware setup, upgrades, and replacements

5.     Testing & Deployment

·      Participate in basic testing (UAT support, regression checks) for new releases

·      Assist with deployment activities (software updates, patches)

·      Report bugs and usability issues from a support perspective

6.     Client Experience & Service Quality

·      Ensure timely resolution of issues within defined SLAs

·      Communicate clearly with non-technical users

·      Support service improvement initiatives (automation, feedback collection)

Key Performance Indicators (KPIs)

• Ticket resolution time (MTTR – basic tickets)

• First response time

• Ticket closure rate

• Escalation accuracy (%)

• User satisfaction (CSAT – internal/external)

• Documentation completeness 

Requirements

Qualifications & Requirements

• Recently graduated or waiting on graduation with a degree in IT, Computer Science, or related field

• Basic understanding of:

• Operating systems (Windows, macOS, Linux basics)

• Networking fundamentals (IP, DNS, connectivity)

• Hardware troubleshooting

• Familiarity with:

• Ticketing tools (e.g., ServiceNow, Jira) – optional

• Microsoft Office / Google Workspace

Key Skills & Competencies

• Strong problem-solving and analytical skills

• Good communication (technical → non-technical translation)

• Customer service orientation

• Attention to detail and documentation discipline

• Ability to work in a fast-paced, SLA-driven environment

Benefits:

·      Professional Development: A structured internship program with on-the-job training and exposure to a variety of sectors and business challenges.

·      Mentorship and Guidance: Direct mentoring from senior professionals in the IT field.

·      Potential for Future Employment: Outstanding interns may be considered for permanent positions within the organization upon completion of the internship.