IT Specialist – Operations (On‑site)

About the role

VAS Global Services is seeking an experienced IT Specialist – Operations to deliver on‑site IT support at its Visa Application Centre in Kampala. The role will serve as the primary local IT resource, maintaining end‑user systems, biometric devices, networking and security equipment while collaborating with the central IT team.

Key responsibilities

• Provide on‑site support for hardware, software, peripherals and network connectivity.
• Troubleshoot printers, scanners, biometric devices, passport readers, CCTV/NVR systems and access‑control equipment.
• Maintain LAN/WLAN, switches, Wi‑Fi, VPN and overall site connectivity.
• Monitor visa‑processing systems, biometric workflows and internet links, escalating issues within defined SLAs.
• Support Microsoft 365 suite (Outlook, Teams, OneDrive) and other business applications.
• Assist with FortiGate and SD‑WAN infrastructure under guidance of the central IT team.
• Keep accurate IT asset inventories, equipment records and configuration documentation.
• Handle employee onboarding, device setup and user access provisioning.
• Coordinate with ISPs, vendors and authorised engineers for technical support and maintenance.
• Maintain tickets, incident records, equipment movement logs and technical documentation.
• Follow information‑security, data‑protection and IT policies.
• Support IT audits, hardware upgrades, system implementations and new technology rollouts.
• Ensure incidents are documented, escalated and resolved within agreed SLAs.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Technology or a related field.
• 3–5 years of experience in IT support, infrastructure, desktop support or IT operations.
• Strong knowledge of Windows 10/11, Microsoft 365, Outlook, Teams and common business applications.
• Good understanding of LAN/WAN, TCP/IP, network cabling, switches, Wi‑Fi and VPN troubleshooting.
• Experience with CCTV/NVR, access‑control systems, biometric devices, passport scanners, printers and other peripherals is preferred.
• Familiarity with FortiGate, SD‑WAN, ITIL and ticketing platforms such as ServiceNow, Jira or Freshdesk is an advantage.
• Knowledge of IT asset management, incident management and technical documentation.
• Strong troubleshooting, analytical and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to work under pressure in a public‑facing environment and willingness to work shifts, weekends or on‑call.

Required skills

• Windows 10/11
• Microsoft 365 (Outlook, Teams, OneDrive)
• LAN/WAN networking
• TCP/IP
• Network cabling, switches and Wi‑Fi
• VPN configuration and troubleshooting
• FortiGate firewall
• SD‑WAN technologies
• ServiceNow / Jira / Freshdesk ticketing
• CCTV/NVR systems
• Access‑control systems
• Biometric devices and passport scanners
• Printers and scanners
• Hardware and software troubleshooting
• IT asset management