Job Description

Junior IT Support Technician - Service Delivery & Infrastructure Exposure
(On-Site End User Support | Global IT Environment)
Contract Length: 12 months
Rate: $21,000 USD per annum
Location: Dhaka, Bangladesh (on-site)
Working Pattern: Full-time, Monday to Friday
Start Date: ASAP / To be agreed
Role Overview
We are seeking a Junior IT Support Technician to provide hands-on, on-site support for end-user technology services in Dhaka, while supporting local IT service delivery within a structured, global IT organisation.
Alongside day-to-day user support, this role provides practical exposure to service delivery management, IT infrastructure operations, project coordination, and ITIL-aligned processes, working closely with regional and central IT teams.
This role is ideal for someone early in their IT support career who wants to build strong technical capability and gain experience of how enterprise IT services are delivered, governed, and measured.
Key Responsibilities
On-Site End-User & Workplace Technology Support
Provide desk-side and on-site support for laptops, peripherals, printers, and meeting-room technology.
Troubleshoot basic hardware, software, and connectivity issues.
Support meetings and events with setup and connectivity checks.
Assist with hardware refreshes and device rollouts under guidance from central IT teams.
Service Delivery Management (Supported / Developmental)
Support local IT service delivery activities in line with defined ITIL frameworks and processes.
Ensure incidents and service requests are logged accurately to support KPI and SLA reporting.
Assist service delivery leads by identifying recurring issues, service risks, and service improvement opportunities.
Follow defined escalation paths to support service continuity and user experience.
IT Infrastructure Management (Exposure)
Act as on-site "hands and eyes" for regional and central infrastructure teams.
Assist visiting engineers and third-party vendors with site access and coordination.
Support basic infrastructure checks and issue identification under instruction.
Project Management & Change Support
Support local coordination of IT projects, upgrades, and technology changes.
Assist with rollout activity, scheduling, user communications, and readiness checks.
Track assigned actions and dependencies as directed by project or service delivery leads.
Stakeholder Management & Team Support
Act as a professional, approachable on-site point of contact for local users, vendors, and IT teams.
Build effective working relationships with internal stakeholders.
Support team leads by sharing insights from day-to-day support activity.
Demonstrate early team-leadership behaviours through reliability, communication, and ownership of assigned tasks.
Documentation, Process & Compliance
Maintain accurate documentation of issues, actions taken, and outcomes.
Follow established IT procedures, security policies, and working practices.
Encourage use of approved tools, self-service resources, and standard processes.
Required Skills & Experience
Essential
1-3 years' experience in IT support, help desk, or end-user support roles.
Basic understanding of workplace technology and end-user devices.
Comfortable providing face-to-face, on-site support.
Strong communication and customer service skills.
Ability to follow structured processes and escalation paths.
Willingness to work on-site in Dhaka.
Desirable (Not Essential)
Exposure to ITIL-based environments or ticketing systems.
Experience supporting project or rollout activity.
Interest in developing skills in service delivery, infrastructure, or IT operations.
What This Role Offers
Competitive local salary for a junior on-site IT role.
Hands-on experience in a global enterprise IT environment.
Structured exposure to:
Service Delivery Management
IT Infrastructure Operations
ITIL Frameworks & Processes
KPI & SLA-driven service models
Project and change coordination
Stakeholder engagement and early leadership behaviours
A strong foundation for progression into:
Senior IT Support roles
Service Desk / Workplace Technology roles
IT Operations or Service Delivery support positions
Summary
This role offers more than standard desktop support, providing early-career IT professionals with exposure to enterprise service delivery, infrastructure, and project environments while building a solid technical foundation within a global organisation.

Skills Required