Intern IT Help Desk/ IT System

A- Company Overview

Mercatus is a fast-growing global technology company pioneering the future of online grocery. Mercatus has proven itself as a market leader, enabling grocery retailers around the globe to compete with retail technology giants by using [protected info]'s grocery-specific digital commerce platform. Our products are used in the US, Canada, Panama, Europe and Israel and we already have hundreds of B2B customers. We are a diverse team of energetic individuals who think big and thrive for excellence at every level.

B- Job Description

The IT Helpdesk Intern is responsible for supporting the day-to-day operation of internal IT systems while gaining hands-on experience in IT support and administration. Working closely with senior IT team members, you will learn how to provide end-user support, manage user accounts, and assist with IT asset management. This internship is ideal for students or fresh graduates who are passionate about technology and eager to develop a career in IT Operations or System Administration.

C- Responsibilities

1. Microsoft 365 support: Assist in managing user accounts (Entra ID), Exchange Online, Teams, and SharePoint; perform routine tasks such as password reset, license assignment, and mailbox setup under guidance.

2. Atlassian tools support: Perform user and permission management on Jira, Confluence, and Bitbucket; assist senior admins with workflow updates and add-on management.

3. VPN & network support: Assist in managing OpenVPN CloudConnexa user access (creating users, assigning groups) and support basic network troubleshooting (Wi-Fi, LAN, VPN connectivity).

4. IT Helpdesk: Receive and resolve first-line user requests related to hardware, network, operating systems (Windows/MacOS), and common office software; escalate complex issues to senior IT staff.

5. Asset Management: Support IT asset tracking - install, hand over, retrieve, and inventory IT equipment for employees.

6. IT Procurement support: Assist in preparing purchase requests for IT equipment and software according to the company's procurement process.
7. Knowledge Base: Help create and maintain user guides and FAQs for common work tools.
8. Support basic electrical issues for office facilities (low-voltage electrical work, household-level wiring, power outlets,...) and coordinate with vendors for complex cases.
9. Other related tasks assigned by the line manager.

Experience

1. Fresh graduate or up to 6 months of experience in IT Support, System Administration, or a related field.

2. Bachelor's degree (or final-year student) in Information Technology, Computer Science, Network Engineering, or a related major.

Knowledge & Technical Competencies

3. Basic knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) from a user or internship perspective.

4. Familiarity with at least one collaboration tool such as Jira, Confluence, or similar.

5. Basic understanding of Windows and MacOS operating systems, common office software, and peripheral devices (printers, monitors, etc.).

6. Basic knowledge of networking concepts (LAN/Wi-Fi/VPN, IP addressing) and information security awareness. Familiarity with enterprise Wi-Fi systems (Ubiquiti UniFi, UniFi Switch) and firewall devices (Cisco Meraki) is a plus. Familiarity with scripting (Python/Bash/PowerShell) is also a plus but not required.

Personal Competencies

7. Good communication skills, patient and customer-service-oriented when supporting end users.

8. Proactive, eager to learn, and willing to research new technologies; responsible and detail-oriented at work.

9. Ability to work in a team, collaborate across departments, and follow instructions from senior staff.

10. Able to read English technical documentation; basic English communication is a plus.

• Working in a progressive and international environment
• Competitive salary and yearly salary review
• Bonus: 13th month salary and attractive performance bonus
• Knowledge sharing and training
• General company activities
• Complimentary snacks, fruits, drinks everyday
• Team building, company trip and monthly internal events.