ACBAR

About World Vision International:

World Vision International (WVI) began emergency relief operations in Afghanistan in 2001 by addressing the urgent needs of children and families affected by natural disasters and decades of conflict. More than a decade later, World Vision Afghanistan’s (WVA) programs have expanded to development sectors such as health, nutrition, WASH, child protection, and education, empowering women to engage in civil and social change through interfaith partnership

WVA targets the most vulnerable in its interventions; including children, women, Internally Displace Persons (IDPs), and returnee refugees, as well as the most impoverished and marginalized families. These priorities have been chosen to contribute to our Goal of: “Improved survival and well-being of Afghan girls and boys, building the foundations for a better future for Afghan children and their communities.” 

Our work is well established in Herat, Badghis, Ghor, and Faryab provinces in the western region of Afghanistan. We work closely with all levels of society including children, parents, teachers, village councils, religious leaders, ministries, provincial departments, and other national and international agencies.

Job Description:

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

Submission Guideline:

The application closing date is 08-Nov-2025. Qualified applicants can apply for the position by filling in the online application form in WV Career portal. applicants can also attach their CV and cover letter in the online system. Please note that only the applications received through the online portal will be considered for this position.

Applicants can login to WV online application system by copying and pasting the following link into their browsers:

https://worldvision.wd1.myworkdayjobs.com/en-US/WorldVisionInternational/details/Customer-Support-Assistant_JR46143

Submission Email:

https://worldvision.wd1.myworkdayjobs.com/en-US/WorldVisionInternational/details/Customer-Support-Assistant_JR46143

https://worldvision.wd1.myworkdayjobs.com/en-US/WorldVisionInternational/details/Customer-Support-Assistant_JR46143