We are assisting our client, an established information technology and consulting solutions provider, in seeking an experienced Associate Specialist, Customer Service, to join their team.

You will be responsible for the ongoing operational support of customer IT infrastructure and data centre environments after deployment. This is a critical hands-on role focused on incident management, troubleshooting, maintenance, and service continuity.

You will act as the first line of defence for operational issues and ensure the timely resolution of technical incidents in accordance with SLA requirements. Working closely with engineering teams, network specialists, vendors, and customers, you will ensure minimal downtime and optimal system performance.

Responsibilities

Assist and support service requests, issue tracking and documentation
Assist in customer communication
Maintain all service documentation and records
Coordinate internal teams to fulfil customer service requests
Assist with preventive maintenance (routine checks), firmware updates, and related maintenance activities as per contract frequency
Update and track internal inventory and update documentation

Requirements

Diploma or Degree in Engineering, IT, Network Engineering, or related field
Minimum 2-3 years of experience in technical support, service operations, and basic logistics coordination
Exposure to a technology-driven or service delivery environment preferred
Familiarity with ITIL processes (Incident, Problem, Change Management)
Ability to track multiple service requests and issues, and ensure timelines are met
Basic understanding of IT or technical service workflows
Experience in troubleshooting system or network-related incidents
Ability to work in a high-pressure, 24/7 operational environment
Focused on responsiveness, service recovery, and satisfaction
Strong ability to maintain accurate records and reports
Able to coordinate and facilitate between technical and non-technical teams
Proactive in identifying issues and driving resolution
Willingness to participate in on-call support rotation
Able to work independently

Associate Specialist, Customer Success