Associate Technical Support Consultant – IT Graduate Program

About the role

SD Worx is seeking an Associate Technical Support Consultant to join its IT Young Graduate Program. You will be responsible for handling connectivity and application incidents, providing first‑ and second‑level support while ensuring service level agreements are met.

Key responsibilities

• Lead resolution of Level 1 and Level 2 connectivity and application incidents.
• Analyse, troubleshoot, and resolve service requests, implementing workarounds when needed.
• Monitor application performance and identify optimisation opportunities.
• Perform root‑cause analysis of recurring issues and collaborate on long‑term solutions.
• Manage ticketing process, document tickets accurately, and communicate status to stakeholders.
• Perform basic tasks such as creating or modifying user access.
• Escalate tickets promptly in line with SLA requirements.
• Provide regular progress reporting to the team and manager.

Required profile

• Strong verbal and written communication skills in French and English.
• Detail‑oriented with the ability to multitask and work independently.
• Good organisational skills and effective time‑management.

Required skills