Website:
Job details:
Job Purpose
The IT Executive provides on-site IT support at the Visa Application Centre, ensuring smooth day-to-day operation of end-user systems, peripherals, and centre-facing equipment.
Working under the direction of the central IT team at VAS Headquarters, the role acts as the local on-ground resource for the centrally managed infrastructure — FortiGate networking with SD-WAN, biometric devices, access-control systems, and CCTV — and ensures incidents are diagnosed, escalated, and resolved within defined SLAs while maintaining compliance with VAS security and data-protection standards.
Roles and Responsibilities
- Provide Level-1 on-site IT support to Visa Centre staff under the direction of the central IT team at VAS Headquarters, covering end-user hardware, software, peripherals, and basic network connectivity issues.
- Act as on-site remote hands for the central IT team to power-cycle, re-cable, swap, relocate, and label FortiGate firewalls, SD-WAN edge devices, switches, biometric capture units, passport scanners, access-control panels, CCTV cameras, and NVRs as instructed.
- Execute scripted or runbook-based local tasks, including cabling checks, link tests, status-LED reporting, equipment photographs, and physical inspections, to support central troubleshooting. Make no independent changes to firewall, SD-WAN, or network configuration.
- Monitor visa-processing systems, appointment portal, biometric workflow, internet and SD-WAN links at the centre, and report performance or outage issues to the central IT team through the approved ticketing channel within defined SLAs.
- Maintain the local IT asset inventory at the centre, including tagging, location, serial numbers, condition, and movement, and synchronize updates to the central asset register as agreed.
- Apply approved end-user device patches, antivirus checks, and Windows/Office updates pushed by the central team, and confirm completion through the agreed reporting mechanism.
- Support new-joiner onboarding at the centre through handover of pre-configured devices and peripherals, IT acceptable-use induction, and basic user orientation once accounts and devices are provisioned centrally.
- Provide first-line assistance for end-user issues involving VPN, email, Microsoft 365, biometric capture, and visa-processing applications, and escalate unresolved incidents to the central IT team with complete diagnostic information.
- Coordinate with the central IT team for any change, upgrade, or third-party visit at the centre and act as the on-site point of contact for ISP technicians, spare-parts couriers, and authorised vendor engineers.
- Comply with VAS information-security, data-protection, and acceptable-use policies, and immediately report any incident, suspected breach, unauthorised access, or tampering involving biometric, CCTV, or access-control equipment.
- Maintain accurate local records, including ticket logs, change diaries, equipment movement, visitor IT-access logs, and configuration photographs, and submit them to the central IT team as agreed.
- Provide on-the-ground support during Mission, government, regulator, and internal audits, hardware refreshes, and new technology rollouts driven by the central IT team.
Qualification & Experience Requirement
Education
- Minimum: Bachelor's degree in IT, Computer Science, or related field.
Experience
- 2–4 years of experience in on-site IT support, helpdesk, or desktop engineering, preferably in a multi-site, branch-office, or public-facing service-centre environment.
- Hands-on familiarity with Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive), and common end-user business applications.
- Working knowledge of LAN/WLAN cabling, switches, Wi-Fi access points, basic network troubleshooting, and end-user VPN clients.
- Exposure to FortiGate firewalls and SD-WAN concepts is preferred.
- Practical experience with peripherals and field equipment, including printers, scanners, biometric capture devices, passport readers, CCTV/NVR systems, and access-control readers, at support, swap, and replacement level.
- Ability to follow written instructions, runbooks, and remote guidance from a central IT team accurately and document work, observations, and outcomes clearly.
- Strong communication and customer-service skills, with the ability to support non-technical end users and external visitors in a high-traffic, public-facing centre.
- Ability to work under pressure during peak appointment hours and audit, inspection, or system-rollout windows.
- Willingness to work shifts, weekends, and extended hours according to the centre operating schedule, and remain reachable on call for centre-impacting incidents.
Competencies / Personal Attributes
Functional Competencies
- End-User Support & Helpdesk Operations
- Site Infrastructure Awareness (FortiGate / SD-WAN / Biometric / CCTV / Access Control)
- IT Asset & Inventory Management
- SOP Adherence & Operational Discipline
Additional Requirements
- Hands-on exposure to biometric equipment (fingerprint, iris, facial), passport readers, CCTV/NVR systems, access-control readers, and visa-processing applications.
- Awareness of ITIL service-management practices (incident, request, change) and ability to follow them under central direction.
- Familiarity with enterprise ticketing tools such as Jira, Freshdesk, ServiceNow, or similar, including detailed ticket logging and SLA-driven follow-through.
Click on Apply to know more.
