IT Support Assistant  

Job Summary:

Delivers frontline technical and logistical Information Technology support in response to Searca’s growing digital demands under the 12th Five-Year Development Plan. The position is responsible for assisting users with technical concerns, maintaining Information Technology infrastructure across Searca’s offices and facilities, supporting hybrid and online events, and contributing to the documentation and testing of integrated information systems.   

Terms of Reference: 

1. Responds to user inquiries and performs initial troubleshooting of hardware, software, and connectivity issues, escalating unresolved concerns to the Management Information Systems Unit (Misu) staff or authorized service providers;
2. Tracks and manages Information Technology service desk tickets, ensuring timely and coordinated resolution with Misu staff;
3. Assists in the setup, configuration, and routine maintenance of Information Technology equipment and software across Searca’s main office, Searca Residence Hotel (SRH), Searca Guesthouse (SGH), and Searca Green Home;
4. Provides technical support for online and hybrid events, including platform setup (e.g., Zoom, MS Teams, etc.), testing, and real-time support and troubleshooting during live sessions;
5. Helps maintain and update the inventory of Information Technology assets (laptops, peripherals, licenses), and assists in logistics related to deployment and documentation;
6. Contributes to the development of user manuals, quick guides, and technical documentation for Searca’s information systems;
7. Assists in system documentation and basic user acceptance testing (UAT) for ERP-integrated systems, including logging and reporting issues;
8. Supports general administrative tasks related to Misu operations, including internal documentation and coordination with other units;
9. Prepares visual aids, presentations, and simple reports to support Information Technology training, onboarding, and rollout activities;
10. Complies with Searca’s policies on Information Technology service delivery, cybersecurity, and documentation; and
11. Performs other tasks that may be assigned from time to time.

Required Competencies and Skills:

Competencies:

1. Technical Support & Troubleshooting: Capable of diagnosing and addressing hardware, software, and network connectivity issues;
2. Information Technology Infrastructure & Maintenance: Knowledgeable in setting up and maintaining basic Information Technology systems and peripherals;
3. Service Desk Operations: Familiar with tracking and updating tickets using Information Technology service desk platforms;
4. Event Tech Support: Able to handle the technical aspects of virtual/hybrid events and platforms; and
5. Documentation & Testing Support: Assists in creating user documentation and participating in system testing.

Skills:

1. Customer Service Orientation: Provides responsive and respectful support to users;
2. Communication: Can explain technical matters clearly to non-technical users;
3. Organizational Skills: Keeps accurate logs, inventory, and documentation;
4. Attention to Detail: Carefully tracks issues, tests, and asset movement;
5. Basic Networking and Software Proficiency: Understands basic LAN/Wi-Fi troubleshooting and productivity software;
6. Time Management: Prioritizes tasks effectively under pressure; and
7. Team Collaboration: Works well with internal teams and service providers.

Applications will be received not later than 28 July 2025 or until a suitable candidate is accepted/hired.

Qualifications: 

Education:

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.

Work Experience:

At least one (1) year of relevant experience in technical support or IT operations is preferred.