Education and Experience

1. Minimum: Bachelor's degree in IT, Computer Science, or related field
   
2. 2 to 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
   
3. Hands-on familiarity with Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive), and common end-user business applications
   
4. 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
   
5. Practical experience with peripheral and field equipment - printers, scanners, biometric capture devices (fingerprint, iris, facial), passport readers, CCTV/NVR systems, and access-control readers - at the support, swap, and replacement level
   

1- Provide Level-1 on-site IT support to visa centre staff under direction of the central IT team at VAS Headquarters, covering end-user hardware, software, peripherals, and basic network connectivity issues.

2- 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.

3- Execute scripted or runbook-based local tasks (cabling checks, link tests, status-LED reporting, equipment photographs, physical inspections) to support central troubleshooting; make no independent changes to firewall, SD-WAN, or network configuration.

4- Monitor the 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.

5- Maintain the local IT asset inventory at the centre (tagging, location, serial numbers, condition, movement) and synchronise updates to the central asset register on the agreed cadence.

6- 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.

7- Support new-joiner onboarding at the centre - handover of pre-configured devices and peripherals, induction on IT acceptable-use, and basic user orientation - once accounts and devices are provisioned centrally.

8- Provide first-line assistance for end-user issues with VPN, email, Microsoft 365, biometric capture, and visa-processing applications, and escalate unresolved incidents to the central IT team with complete diagnostic information.

9- 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.

10- Comply with VAS information-security, data-protection, and acceptable-use policies, and immediately report any incident, suspected breach, unauthorised access, or tampering with biometric, CCTV, or access-control equipment to the central IT team.