Customer Support Assistant at World Vision

, Badghis, Afghanistan -

Full Time

Start Date

Immediate

Expiry Date

31 Jan, 26

Salary

0.0

Posted On

02 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Help Desk Support, Technical Support, Problem Solving, Networking, Windows Operating Systems, Microsoft 365, Office Applications, Cloud-Based Systems, IT Ticketing Tools, Hardware Support, Software Support, Documentation, Communication, Client Technology Support, Security

Industry

Non-profit Organizations

Description

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories! Employee Contract Type: Local - Fixed Term Employee (Fixed Term) Job Description: 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: First point of contact and day-to-day technical support to end users. Responds to Level I support requests via multiple sources. Enters call data into the tracking system. Interacts with clients in a courteous and professional manner. Provides user access service. Assists clients with recovery issues. Escalates problems when necessary. CLIENT TECHNOLOGY SUPPORT: Assists in the deployment of new or upgraded images, software and hardware for multiple clients. Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices. Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Provides on-going support of client technology. TECHNICAL SUPPORT: Provides technical support to meetings that include video conferencing. 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: Maintain and manage the IT filling system Documents problem status and resolution in tracking log. Documents solutions to common problems and responses to frequently asked questions COMMUNICATIONS/CONSULTING: Alerts team members about recurring problems. Communicates updates on issues in a timely manner to ensure client satisfaction and productivity. Ensure full compliance with WVI’s Accountability Frameworks, Safeguarding Policies, Code of Conduct, and donor requirements by actively participating in AAP mandatory trainings and integrating accountability mechanisms into all project activities. Conduct meaningful AAP community engagement and sensitization during field visits, including distribution of CFM cards to beneficiaries and facilitating awareness sessions on the feedback and complaints mechanism throughout project implementation. KNOWLEDGE, SKILL AND EXPERIENCE Required Professional Experience Typically has 1 to 2 years of IT work experience in computer systems & support. Required Education, training, license, registration, and certification Bachelor’s degree in Information Technology, Computer Science Demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills Preferred Knowledge and Qualifications Strong knowledge of Windows operating systems, Microsoft 365, and common office applications Understanding of LAN/WAN networking concepts, printers, and peripheral devices Familiarity with cloud-based systems (e.g., OneDrive, SharePoint, Box) and IT ticketing tools Applicant Types Accepted: Our vision for every child, life in all its fullness. Our prayer for every heart, the will to make it so. As a global Christian relief, development and advocacy organisation, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Learn more about our work at wvi.org. Our organisational culture reflects a "Partnership" of World Vision offices in 100 countries and 33,000+ staff working towards one vision: life in its fullness for every child. A career with World Vision is a God-given calling, and we believe that every staff member has been brought to World Vision for God’s purposes. Whether working from home, in an office, or with children and community members, we celebrate and embrace each staff member’s diverse background and talents – knowing that together, we can make a difference. Together, #WeAreWorldVision. Learn more about our culture. Our people are our greatest asset. Each staff member brings their unique experience and God-given talents to the organisation – and in return World Vision provides employees a competitive "Total Rewards" package tailored to the context in which they work. Learn more about benefits. Have questions about applying to a job with World Vision? See our Frequently Asked Questions.

Responsibilities

The Customer Support Assistant is responsible for responding to customer requests, diagnosing and resolving problems, and providing Level 1 help desk support. They assist in the deployment of technology and ensure client needs are addressed in accordance with service level agreements.