IT Support Associate

This position is required to provide dedicated onsite IT support for our Guyana operations. we need a local IT resource who can provide immediate support to employees, maintain the site IT infrastructure and assets, and coordinate with the Prochant IT team for issues that require escalation.

The primary purpose of this role is to minimize operational downtime and ensure that users, endpoints, network connectivity, and other IT services at the Guyana office remain operational and secure.

• Required basic knowledge in network, routing, OSI model, Cloud computing, Firewall, Security and Switches

• Good Knowledge of hardware and ability to work with desktop and Laptop machines.

• Hands-on knowledge in OS installation and configuration of all versions of Windows

• Ability to handle day-to-day ticketing process and floor operations.

• Should have the ability to analyze and narrow down the issue for a quick resolution.

• Proficient in handling the day-to-day asset transaction and Site inventory.

• Proficient in Asset management.

• Able to process new asset deployment.

• Flexible to work on weekends at the time of requirement

• Need effective communication skills to work with operations users and other departments and understand the issues clearly.

• To be able to escalate and communicate with the client IT teams for External Environment issues.

• Should be a Team Player, understand the team dynamic, and work with the team

• Provide onsite L1/L2 technical support for desktop, laptop, hardware, software, network, and user-related issues.

• Manage and resolve IT support tickets within the defined SLA and escalate complex issues to the appropriate IT team.

• Troubleshoot Windows OS, application, connectivity, printer, peripheral, and basic network-related issues.

• Support user onboarding and offboarding, including system setup, access coordination, and asset allocation/collection.

• Configure and deploy desktops, laptops, and other IT equipment for new and existing employees.

• Monitor basic network and infrastructure availability and coordinate with the central IT team or vendors during outages.

• Maintain accurate IT asset inventory and track asset allocation, movement, replacement, and return.

• Perform routine checks of IT equipment, network devices, internet connectivity, UPS/power-related equipment, and other site infrastructure.

• Assist users with VPN, VDI, MFA, Microsoft 365, and other approved business applications.

• Follow Prochant IT security policies and immediately escalate any security incidents or suspicious activities.

• Coordinate with client IT teams when issues are related to client applications, connectivity, or external environments.

• Coordinate with local ISPs and IT vendors when onsite support or replacement is required.

• Provide IT support during business-critical activities and assist during weekends or outside normal working hours when required.

• Maintain documentation for recurring issues, configurations, inventory, and troubleshooting procedures.

Overall, this role will serve as the primary onsite IT point of contact for the Guyana location, while working closely with the centralized Prochant IT team for infrastructure, security, access, and escalated technical issues.