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IT Helpdesk Engineer (Night Shift)


About Afghan Wireless Communication Company

The Afghan Wireless Company is the first and the biggest GSM provider in Afghanistan.

Job Summary

IT Helpdesk Engineer to provide fast and useful technical assistance on computer systems. The IT Helpdesk Engineer will answer queries on basic technical issues and offer advice to solve them.
IT Helpdesk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and be able to communicate effectively to understand the problem and explain its solution.

Job Details

Date Posted: 05 Feb 2019 Reference: IT Helpdesk Engineer (Night Shift)
Closing Date: 28 Feb 2019 Work Type: Part Time
Number of Vacancies: 1 Gender: Male
Functional Area: IT Open Ended: Yes
Nationality: Afghan Salary Range: As per company salary scale
Contract Type: Permanent Years of Experience: 3 Year(s)
Contract Duration: 0 Year(s) & 0 Month(s) Extension Possibility: No
Probation Period: 3 Months

Duties and Responsibilities

The IT Helpdesk Engineer is mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organization, but may include:
• installing and configuring computer hardware operating systems and applications
• Configure, deploy, and support desktops, laptops, and other end-user devices.
• Handle service requests, troubleshoot and resolve issues in a thorough, timely, and professional manner.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• monitoring and maintaining computer systems and networks;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• providing support including procedural documentation and relevant reports;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• setting up new users' accounts and profiles and dealing with password issues;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open cases at one time;
• Perform remote troubleshooting through diagnostic techniques.
• Determine the best solution based on the issue and details provided by customers.
• rapidly establishing a good working relationship with customers and other professionals,
• Conducting electrical safety checks on computer equipment.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Maintain up-to-date skills for all endusers hardware and software troubleshooting.
• Accept escalations and provide guidance to other Help Desk team members when required.
• Maintain open, positive and professional communication with endusers/clients, fellow employees and management.
• Ability to deal with customers of all temperaments; possess the ability to maintain appropriate communication with customers over the phone or via email.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Priorities job requests received through the IT helpdesk request system.
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
• Remains on-call during off-peak hours to respond to support service issues.
• Performs other duties and responsibilities as assigned by the IT Helpdesk Supervisor.
• Travel within a working day is sometimes needed and may be required at short notice.
• Good understanding of computer systems, mobile devices and other tech products.
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Provide accurate information on IT products or services
• Follow-up and update customer status and information
• Hands-on experience with Windows/Linux/Mac OS environments.


• BSc/ in IT, Computer Science


• BSc/ in IT, Computer Science or relevant field with at least 3 years of relevant experience.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Job Location

Afghanistan - Kabul
AF AF 12


Bachelors Degree, IT

Submission Guideline

The interested candidates should submit their resume with recent photo by email to:

Kindly mention the position title in the subject line of your e-mail:

“IT Helpdesk Engineer Night Shift” Otherwise your application will not be acceptable.

AWCC regrettably cannot respond to individual queries in relation to job or on the status of individual applications due to high numbers of applicants. If you have not been contacted within 2 weeks after the closing date, then please assume that your application has not been successful.

Submission Email

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