Tech Associate

Roles and responsibilities

• Country Interaction/Incident Management
  • Implement different processes and procedures for different categories of incidents including e.g. major incidents, complex incidents, low impact incidents
  • Route requests for help to appropriate functions for resolution
  • Inform users, customers and key stakeholders of progress towards service restoration.
  • Ensure that resolved incidents are properly documented and closed.
  • Analyze causes of incidents, inform service owners to minimize probability of recurrence, and contribute to service improvement.
• Country Customer Support:
  • Desktop
  • L1 Network
  • L1 Collaboration
  • L1 Printers
    • Receive and handle requests for support, following agreed procedures.
    • Log incidents and support requests and maintain relevant records.
    • Respond to a broad range of support requests and reported issues by providing information to fulfill requests or enable resolution.
• Country Training Champion
  • Perform country training sessions.
• Country Customer Satisfaction
  • Ensure that customers have a positive experience with TechMajlis service.
• Country Project Support
  • Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.
  • Assist in planning and managing new office build outs, and office moves;
• Country Asset Control Management
  • Use agreed procedures to create and maintain an accurate register of assets.
  • Perform activities related to the administration of assets.
  • Produce routine reports to assist asset management activities and decision-making.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Desired candidate profile

A Tech Associate is typically an entry-level or early-career professional working in a technical support or IT-related role within an organization. The responsibilities and expectations can vary depending on the specific focus of the position—whether it’s in software development, IT support, systems administration, or other areas of technology. A Tech Associate is generally responsible for assisting senior technical staff, providing support, and contributing to the development, deployment, and maintenance of technology solutions.

Key Skills for a Tech Associate

1. Technical Knowledge

• Software Development: Basic knowledge of programming languages like Java, Python, C++, or JavaScript, if the role involves software development.
• IT Support: Familiarity with hardware and software troubleshooting, including operating systems (Windows, macOS, Linux), network issues, and common software applications.
• Cloud Computing: Understanding of cloud platforms such as AWS, Azure, or Google Cloud, especially if the role involves cloud-based projects.
• Database Management: Familiarity with database technologies like SQL, MySQL, or NoSQL databases, particularly if supporting database administration or development.
• Networking: Basic understanding of networking concepts (e.g., IP addressing, DNS, VPN, routers, firewalls) if the role involves systems or network support.

2. Problem-Solving Skills

• Troubleshooting: The ability to identify technical issues and resolve them efficiently, whether related to hardware, software, or networks.
• Critical Thinking: Ability to approach problems methodically and analytically to develop effective solutions.

3. Communication Skills

• Technical Communication: Ability to explain complex technical concepts clearly to non-technical staff or users, especially in IT support roles.
• Collaboration: Ability to work with team members and senior technical staff, particularly when resolving issues or troubleshooting problems.
• Documentation: Writing technical documentation for processes, issues, or resolutions, making it easier for other team members to understand and follow.

4. Attention to Detail

• Tech Associates are responsible for ensuring accuracy in configurations, data handling, and troubleshooting. A keen eye for detail is critical to identifying issues and implementing solutions.

5. Adaptability and Willingness to Learn

• Continuous Learning: Technology evolves rapidly, so a Tech Associate must be open to learning new tools, technologies, and techniques. They should have a curiosity to stay up-to-date with the latest tech trends and solutions.
• Flexibility: Ability to adjust to shifting priorities or new responsibilities, especially in fast-paced environments.