Job Description:

• Respond to help desk tickets, emails, phone calls, and in-person requests for technical support.

• Diagnose and resolve hardware, software, and network issues.

• Install, configure, and maintain computer systems, software, and peripherals.

• Assist users with account setup, password resets, and access issues.

• Provide guidance on the use of software applications and IT systems.

• Document issues, and resolutions, and maintain accurate records of support activities.

• Escalate complex issues to higher-level support or specialized teams when necessary.

• Perform routine system maintenance and updates.

• Monitor system performance and identify potential issues proactively.

• Assist in the development and updating of user manuals, FAQs, and training materials.

• Participate in IT projects and initiatives as required.

• Stay current with new technologies and industry trends.

• Patch and update PCs to ensure systems are secure and up to date.

• Troubleshoot and resolve issues related to Microsoft 365 applications, including MS Teams, SharePoint Online, OneDrive, Outlook, and other related services.

• Collaborate with team members to ensure efficient and effective service delivery.

• Maintain a knowledge base of frequent issues and solutions for reference and training purposes.

• Assist in the preparation of reports on the working of hardware and software available in the company.

• Resolve queries on user accounts, permissions, and security profiles.

• Work with all employees on IT troubleshooting and resolving IT-related problems.

• Documentation of operational activity plans.

• Work on timely preparation of maintenance and provision of information in support of project operations.

• Collect and process data records.

• Analysis of IT Help Desk reports.

• Report writing and documentation for the department. The Incumbent must:

• Understanding Etisalat Afghanistan Network Design.

• Understand the Service Desk Software and the following standard policies & Procedures defined by the Management.

• Prepare a daily report for the reporting manager on major accomplishments.

• Optimize existing resources and increase the overall efficiency of the LAN and Interface WAN.

• Keep the system and devices updated with the latest patches.

• Regional Support to Network and Transmission Units, ISP, and Carrier Backbones Links.

• Maintain internal infrastructure requirements including laptop and desktop computers, routers, switches, printers, phones, and security updates, support internet, intranet, LANs, WANs, and network segments.

Job Requirements:

Associate’s degree in information technology, Computer Science, or a related field (bachelor’s degree preferred).

· Certification in CompTIA A+, Network+, IT Fundamentals, and ITIL is preferable.

· Minimum 3 years Proven experience as an IT Support In enterprise organization or in a similar technical support role.

· Strong knowledge of Windows OS and Microsoft 365 applications, including MS Teams, SharePoint Online, OneDrive, and Outlook.

· Familiarity with network troubleshooting and a basic understanding of TCP/IP, DNS, and DHCP.

· Excellent problem-solving and communication skills.

· Ability to work independently and as part of a team.

· Customer-oriented attitude with a focus on delivering high-quality support.

· Understanding of security best practices.

Submission Guideline:

To apply for this vacancy, please use the following link;

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For further information please contact us at +93 (0) 788887363.

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