World Vision International is a nongovernmental, non-profit and humanitarian organization that provides Humanitarian services in more than one hundred countries around the world. This organization has been registered under the registration number (115) in the ministry of economy of Afghanistan that has activities in the far and non-developed areas of Ghor, Badghis, Faryab and Herat Provinces of Afghanistan from for over two decades. During these two decades, World Vision Afghanistan (WVA) has been addressing needs of children, their families and their communities in areas such as health and nutrition, water, sanitation and hygiene (WASH), food security and livelihoods, education and child protection.

The organisation has been able to support more than 2.8 million Afghans, including 1.3 million children, through its various interventions in 2023.

JOB PURPOSE:

Customer Support Assistant are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components.  They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

SERVICE DESK:

19. First point of contact and day-to-day technical support to end users.
19. Responds to Level I support requests via multiple sources.
19. Enters call data into the tracking system.
19. Interacts with clients in a courteous and professional manner.
19. Provides user access service.
19. Assists clients with recovery issues.
19. Escalates problems when necessary.

CLIENT TECHNOLOGY SUPPORT:

19. Assists in the deployment of new or upgraded images, software and hardware for multiple clients.
19. Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
19. Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
19. Provides on-going support of client technology.

TECHNICAL SUPPORT:

19. Provides technical support to meetings that include video conferencing.
19. Monitors and communicates system status to IT manager and internal management.

Diagnoses and resolves client workstation and mobile device hardware and software issues

SECURITY:

Maintains passwords and users credentials to assure systems security and data integrity

Documentation:

19. Maintain and manage the IT filling system
19. Documents problem status and resolution in tracking log.

Documents solutions to common problems and responses to frequently asked questions

COMMUNICATIONS/CONSULTING:

19. Alerts team members about recurring problems.

Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

• Adhere to WV Child and Adult Safeguarding policy and standards.

To be aware and prepared to implement WV Afghanistan Humanitarian and Emergency Affairs plan under the context of IT interventions. 

Required Professional Experience:

1. Typically has 1 to 2 years of IT work experience in computer systems & support. 

Required Education, training, license, registration, and certification: 

1. Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent work experience. Bachelor’s degree is preferred.
2. Demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills.

Preferred Skills, Knowledge and Experience:

Bachelor’s degree in Computer Science, Information Systems, or other related field is preferred.

Travel and/or Work Environment Requirement:

Willingness and ability to travel domestically and internationally, as necessary

Language , Requirements: 

Fluent in verbal and written English and local language

The application closing date is 25-Sep-2024. Qualified applicants can apply for the position by filling in the online application form in WV Career portal. applicants can also attach their CV and cover letter in the online system. Please note that only the applications received through the online portal will be considered for this position.

Applicants can login to WV online application system by copying and pasting the following link into their

Submission Email:

Careers (myworkdayjobs.com)