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Job Purpose The ICT Assistant provides frontline technical support across KAF’s IT infrastructure, end-user devices, and network environment, working under the guidance of the IT, Data & Analytics Manager. The role supports day-to-day helpdesk operations, device and user account management, network and security equipment upkeep, and basic reporting tasks, helping ensure ICT services remain reliable, secure, and responsive to the needs of the business. Key Responsibilities Helpdesk & End-User Support Log, triage, and resolve IT helpdesk tickets across hardware, software, network, and account-related categories. Provide first-line desktop, laptop, printer, and peripheral support to staff, escalating unresolved issues to the appropriate personnel. Set up new user accounts, email mailboxes, and device provisioning (including Intune/Autopilot enrolment) for new starters. Maintain an accurate inventory of ICT equipment, licences, and assigned assets. Network & Infrastructure Support Assist with the configuration, monitoring, and troubleshooting of network equipment (switches, access points, firewalls/UniFi gear) across KAF sites. Support VLAN, Wi-Fi, and cabling installations, and perform basic network diagnostics for connectivity issues. Help maintain CCTV, access control, and related security systems, including basic camera and NVR configuration. Support cross-site connectivity (VPN links) and report outages or performance issues promptly. Systems, Security & Cloud Administration Assist with Microsoft 365 and Intune administration tasks, such as device compliance checks, policy deployment support, and mailbox/tenant issue resolution. Support Active Directory tasks, including user/group account creation, password resets, and basic permissions management, under supervision. Follow and help enforce ICT security policies, including endpoint protection, patching, and access control best practices. Assist with backup checks and routine system health monitoring, flagging anomalies to the IT & Data Analytics Manager. General Carry out routine ICT housekeeping tasks (software updates, disk clean-ups, equipment testing). Support the IT & Data Analytics Manager on assigned projects, including infrastructure upgrades and system migrations. Perform any other ICT-related duties as assigned. Required Qualifications & Experience Diploma or Degree in Information Technology, Computer Science, or a related field. 1–2 years’ experience in an IT support, helpdesk, or network support role (internships/attachments considered). Working knowledge of Windows desktop environments, Microsoft 365, and basic networking concepts (TCP/IP, VLANs, Wi-Fi). Familiarity with Active Directory and basic user/account administration. Good troubleshooting skills and a methodical approach to diagnosing issues.
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