Information Technology Specialist

The IT Executive role is responsible for providing on-site IT support at the Visa Application Centre, ensuring the smooth daily operation of end-user systems, peripherals, and centre-facing equipment. Reporting to the central IT team at VAS Headquarters, this position serves as the local point of contact for centrally managed infrastructure, including FortiGate networking with SD-WAN, biometric devices, access-control systems, and CCTV. The IT Executive diagnoses, escalates, and resolves incidents within defined SLAs while maintaining compliance with VAS security and data-protection standards.

Key Responsibilities

- Deliver Level-1 on-site IT support to Visa Centre staff, addressing issues related to end-user hardware, software, peripherals, and basic network connectivity under the guidance of the central IT team.
- Act as the local remote hands for the central IT team by performing tasks such as power-cycling, re-cabling, swapping, relocating, and labeling FortiGate firewalls, SD-WAN edge devices, switches, biometric units, passport scanners, access-control panels, CCTV cameras, and NVRs.
- Execute scripted or runbook-based tasks including cabling checks, link tests, status-LED reporting, equipment photography, and physical inspections to aid central troubleshooting efforts without making independent network configuration changes.
- Monitor visa-processing systems, appointment portals, biometric workflows, internet, and SD-WAN links, reporting any performance or outage issues promptly through the approved ticketing system within SLA timelines.
- Maintain and update the local IT asset inventory, ensuring accurate tagging, location tracking, serial number recording, condition monitoring, and synchronization with the central asset register.
- Apply centrally approved patches, antivirus scans, and Windows/Office updates on end-user devices, confirming completion through established reporting channels.
- Support onboarding of new staff by handing over pre-configured devices and peripherals, conducting IT acceptable-use inductions, and providing basic user orientation after central provisioning.
- Provide first-line assistance for issues related to VPN, email, Microsoft 365, biometric capture, and visa-processing applications, escalating unresolved incidents with full diagnostic details to the central IT team.
- Coordinate with the central IT team for changes, upgrades, or third-party visits, acting as the on-site liaison for ISP technicians, spare-parts couriers, and authorized vendor engineers.
- Adhere strictly to VAS information-security, data-protection, and acceptable-use policies, immediately reporting any incidents, suspected breaches, unauthorized access, or tampering involving biometric, CCTV, or access-control equipment.
- Maintain accurate records including ticket logs, change diaries, equipment movements, visitor IT-access logs, and configuration photographs, submitting them as required to the central IT team.
- Provide on-site support during audits, hardware refreshes, and new technology rollouts initiated by the central IT team.

Required Qualifications

- Bachelor’s degree in IT, Computer Science, or a related field.
- 2 to 4 years of experience in on-site IT support, helpdesk, or desktop engineering, preferably within multi-site, branch-office, or public-facing service centre environments.
- Proficiency with Windows 10/11, Microsoft 365 applications (Outlook, Teams, OneDrive), and common business software.
- Working knowledge of LAN/WLAN cabling, switches, Wi-Fi access points, basic network troubleshooting, and end-user VPN clients.
- Practical experience supporting peripherals and field equipment such as printers, scanners, biometric capture devices, passport readers, CCTV/NVR systems, and access-control readers.
- Ability to follow detailed instructions, runbooks, and remote guidance accurately, with clear documentation of work and outcomes.
- Strong communication and customer service skills to assist non-technical end users and external visitors in a busy, public-facing environment.
- Capacity to work effectively under pressure during peak hours, audits, inspections, and system rollouts.
- Flexibility to work shifts, weekends, and extended hours as per centre operations, with availability for on-call support during critical incidents.

Preferred Qualifications and Additional Competencies

- Hands-on experience with biometric equipment (fingerprint, iris, facial recognition), passport readers, CCTV/NVR systems, access-control readers, and visa-processing applications.
- Familiarity with ITIL service management practices (incident, request, change management) and ability to adhere to them under central team direction.
- Experience using enterprise ticketing tools such as Jira, Freshdesk, or ServiceNow, including detailed ticket logging and SLA compliance.
- Strong functional competencies in end-user support, site infrastructure awareness (FortiGate, SD-WAN, biometric systems, CCTV, access control), IT asset management, and operational discipline.

This role demands a proactive, detail-oriented individual capable of balancing technical expertise with excellent interpersonal skills to support a high-traffic, security-sensitive environment efficiently.