IT Staff

Job Purpose

The IT Staff serves as the first line of technical support and incident handling for the organization. The role is responsible for initial troubleshooting, incident logging, user support, and timely escalation of technical and information security incidents in accordance with documented procedures, ISO/IEC 27001 requirements, and company policies.

Job Summary

The IT Staff handles routine IT incidents and service requests related to hardware, software, system access, and basic network connectivity. The role focuses on execution of approved procedures, accurate documentation, and proper escalation of issues beyond Tier 1 authority to ensure operational continuity and information security.

Scope of Work

IT Staff performs standardized support tasks and basic diagnostics. The role does not include authority to accept risk, bypass security controls, or independently resolve high-impact or security-related incidents. All such matters must be escalated following the defined escalation structure.

Duties and Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests via approved channels.
• Log, categorize, prioritize, and track incidents and requests using the official ticketing system.
• Perform basic troubleshooting for desktops, laptops, printers, office applications, email, and connectivity issues.
• Resolve common and repetitive issues using approved procedures and knowledge base articles.
• Escalate unresolved, complex, high-impact, or security-related incidents to the IT Supervisor (Tier 2) without delay.
• Assist users with account setup, password resets, and basic access requests upon proper authorization.
• Ensure access control procedures and segregation of duties are strictly followed.
• Identify and immediately report suspected security incidents, policy violations, or suspicious activities.
• Maintain accurate records of incidents, actions taken, and escalation details.
• Participate in IT and information security awareness activities, trainings, and drills.
• Perform other IT-related duties reasonably assigned by management, consistent with this role and without diminishing employee rights.

Qualifications

• At least with high school diploma / Graduate of a Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent technical training.
• Basic knowledge of computer hardware, operating systems, office productivity tools, and IT troubleshooting.
• Familiarity with helpdesk or ticketing systems is an advantage.
• Basic understanding of information security principles and good IT hygiene.
• Strong communication, documentation, and customer service skills.
• Ability to follow procedures, meet response targets, and escalate appropriately.

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Staff meals provided

Work Location: In person