Information Technology Support Assistant

Job Purpose

The IT Assistant will support the daily IT operations of the residential compound/resort by assisting in monitoring, maintaining, and troubleshooting IT systems and end-user issues. The role ensures smooth functioning of network infrastructure, telephony systems, access control systems, and basic IT services for residents, staff, and management.

Key Roles & Responsibilities

1. IT Support & End-User Assistance

• Provide first-level IT support to staff and residents for computers, printers, IP phones, and basic network issues.
• Assist users with login issues, email setup, Microsoft 365 applications, and basic troubleshooting.
• Escalate complex issues to the IT Specialist/Manager with proper documentation.

2. Network & Infrastructure Support

• Assist in monitoring network connectivity for villas, offices, clubhouse, and hotel areas.
• Support troubleshooting of access switches, Wi-Fi access points, and fiber links under supervision.
• Perform basic checks on network devices (switches, firewalls, wireless controllers) and report abnormalities.

3. Telephony & Communication Systems

• Assist in maintaining Avaya IP telephone systems.
• Support extension programming, phone replacement, and basic call issue troubleshooting.
• Help maintain call recording systems and report faults when required.

4. Access Control & Security Systems

• Assist in programming and managing access cards for villas, service areas, elevators, and facilities.
• Support basic troubleshooting of access control systems (e.g., Soyal controllers).
• Coordinate with the IT team for Onity smart door lock support and battery replacement tracking.

5. CCTV & Monitoring Systems

• Assist in monitoring CCTV cameras and reporting offline or faulty cameras.
• Perform basic checks on camera connections and coordinate with vendors for repairs if needed.

6. System Monitoring & Daily Checks

• Assist in daily monitoring of access switches, network status, and system health.
• Maintain logs for device status, incidents, and service requests.
• Support routine backup activities under guidance (firewalls, controllers, telephony systems).

7. Documentation & Reporting

• Maintain IT asset inventory (PCs, phones, switches, access cards, etc.).
• Update service request records and daily work logs.
• Prepare basic reports on IT issues, downtime, and resolved tickets.

8. Coordination & Vendor Support

• Coordinate with external vendors and service providers during maintenance or troubleshooting.
• Assist during system upgrades, new installations, and testing activities.

9. Compliance & Best Practices

• Follow IT policies, security guidelines, and standard operating procedures.
• Ensure confidentiality and proper handling of IT systems and user data.

Required Skills & Qualifications

Education

• Diploma or bachelor’s degree in information technology, Computer Science, or related field.

Technical Skills

• Basic understanding of computer hardware, Windows OS, and networking concepts.
• Knowledge of LAN/WAN, IP addressing, and Wi-Fi fundamentals.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
• Basic understanding of IP telephony and access control systems (preferred).