Information Technology Specialist

The IT Executive plays a crucial role in providing on-site IT support at the Visa Application Centre, ensuring the seamless 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 technical resource for centrally managed infrastructure such as FortiGate networking with SD-WAN, biometric devices, access-control systems, and CCTV. The IT Executive is responsible for diagnosing, escalating, and resolving incidents within defined SLAs while adhering to VAS security and data-protection standards.

Key Responsibilities

- Deliver Level-1 on-site IT support to Visa Centre staff, addressing issues related to hardware, software, peripherals, and basic network connectivity under guidance from the central IT team.
- Act as the on-site remote hands for tasks including 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 as directed.
- Perform scripted or runbook-based local tasks such as cabling checks, link tests, status-LED reporting, equipment photography, and physical inspections to assist central troubleshooting efforts, without making independent network configuration changes.
- Monitor visa-processing systems, appointment portals, biometric workflows, internet, and SD-WAN links, promptly reporting performance or outage issues to the central IT team via the approved ticketing system within SLA timelines.
- Maintain the local IT asset inventory, tracking tagging, location, serial numbers, condition, and movement, and synchronize updates with the central asset register as required.
- Apply centrally approved patches, antivirus scans, and Windows/Office updates to end-user devices, confirming completion through established reporting channels.
- Support new employee onboarding by handing over pre-configured devices and peripherals, conducting IT acceptable-use inductions, and providing basic user orientation once accounts and devices are provisioned.
- Provide first-line support for end-user issues involving VPN, email, Microsoft 365, biometric capture, and visa-processing applications, escalating unresolved incidents with comprehensive diagnostic details.
- Coordinate with the central IT team for changes, upgrades, or third-party visits, acting as the on-site contact for ISP technicians, spare-parts couriers, and authorized vendor engineers.
- Comply with 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 local records including ticket logs, change diaries, equipment movement, visitor IT-access logs, and configuration photographs, submitting these to the central IT team as agreed.
- Provide on-the-ground support during government, regulator, internal 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 in multi-site, branch-office, or public-facing service-centre environments.
- Proficiency with Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive), and common business applications.
- 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 accurately follow written instructions, runbooks, and remote guidance, with clear documentation of work and outcomes.
- Strong communication and customer service skills, capable of assisting non-technical end users and external visitors in a busy, public-facing environment.
- Capacity to work effectively under pressure during peak hours, audits, inspections, or system rollouts.
- Flexibility to work shifts, weekends, extended hours, and remain on call for critical incidents.

Preferred Qualifications and Additional Competencies

- Exposure to FortiGate firewalls and SD-WAN technology is advantageous.
- Hands-on experience with biometric equipment (fingerprint, iris, facial recognition), passport readers, CCTV/NVR systems, and access-control readers.
- Familiarity with ITIL service management practices (incident, request, change) and ability to adhere to them under central direction.
- Experience using enterprise ticketing tools such as Jira, Freshdesk, or ServiceNow, including detailed ticket logging and SLA compliance.
- Strong operational discipline with adherence to SOPs and effective IT asset and inventory management.

This role requires a proactive, detail-oriented individual who can effectively bridge local IT operations with centralized support, ensuring a secure and efficient technology environment at the Visa Application Centre.