IT Assistant

KG International

Key Responsibilities

1. Provide first-line support for laptops, desktops, switches, routers, and peripheral equipment; coordinate procurement and repairs with approved vendors.
2. Install, configure, and maintain end-user software applications; track licence inventory and renewal timelines.
3. Monitor network and email firewall configurations under guidance; escalate complex security or performance issues to senior management or partners.
4. Maintain enterprise antivirus solutions across all endpoints and servers; ensure definitions and policies remain up to date.
5. Administer the PABX telephone system, including user setup, extensions, and basic troubleshooting.
6. Administer the Microsoft 365 environment user accounts, licences, mailboxes, distribution groups, SharePoint/OneDrive permissions, and routine service support.
7. Monitor daily data backup jobs, verify completion, and promptly report and follow up on any failures or exceptions.
8. Maintain wireless access points and report coverage or connectivity issues; coordinate with networking vendors where required.
9. Handle general IT administration tasks; assist senior management in evaluating new software solutions that may add value to the organization.

2. SAP Business One (SAP B1)

1. Monitor SAP B1 software and hardware components for smooth operation; coordinate with the SAP B1 implementation partner for changes, patches, and new developments.
2. Log, track, and follow up on SAP B1 issues; provide first-level support to users for day-to-day system queries.
3. Support the Produmex Warehouse Management System (WMS) for routine logistics operations and user-level troubleshooting.
4. Advantage: Exposure to SAP HANA reports, stored procedures, views, Crystal Reports, or B1 Usability Package (B1UP) customisations.

3. Salesforce CRM

1. Perform routine Salesforce administration user setup, profiles, permissions, basic page layout and field changes; coordinate with implementation partners for advanced configuration.
2. Log and track Salesforce issues; provide first-level support to users for day-to-day platform queries.
3. Monitor Salesforce integrations with other business systems and escalate failures or anomalies.
4. Advantage: Exposure to Salesforce flows, Apex, or Lightning components.

4. Custom Application Support

1. Provide day-to-day administrative support for internally built custom applications including user management, configurations, and routine operational queries.
2. Monitor hosting platforms and infrastructure (e.g., AWS) on which custom applications are deployed; report usage and cost anomalies to senior management.
3. Coordinate with internal or external development teams for issue resolution, testing, and rollout of enhancements.

Key Competencies & Skills

Networking & endpoint basics

Microsoft Office 365 administration

SAP B1 user-level administration & support

Salesforce CRM administration basics

AWS / cloud platform awareness

Backup monitoring & licence tracking

Soft Skills

Eagerness to learn and develop technically

Clear communication with technical & non-technical users

Ticket discipline and follow-through

Ownership and attention to detail

Vendor and partner coordination

Adaptability and a service-oriented mindset

Key Performance Indicators (KPIs)

1. Timely first response and resolution of IT support tickets within agreed service levels.
2. Daily verification and successful completion of backup jobs across critical systems.
3. Accurate user account, licence, and access administration across Microsoft 365, SAP B1, and Salesforce.
4. Timely escalation and follow-up of issues with vendors and implementation partners until resolution.
5. Up-to-date IT asset, software licence, and vendor contract tracking.
6. Positive end-user feedback on day-to-day IT support and system availability.