Job Title

Company DescriptionWe suggest you enter details here. Role DescriptionThis is a full-time remote role for an Information Technology Generalist. The Information Technology Generalist will be responsible for providing technical support, troubleshooting issues, managing network administration, and overseeing system administration. The role also involves managing various aspects of information technology to ensure smooth and efficient operations.KRA BriefIT & Digital Marketing Support Engineer – KRA Summary1. Incident Resolution & Technical SupportTroubleshoot Azure servers, LAN, ERP, antivirus issues; 24×7 support.Targets: FCR ≥70%, Avg. resolution time ≤3 hrs, SLA compliance ≥90%.2. CRM Administration & Lead ManagementManage CRM entries and client follow‑ups.Targets: ≥95% data accuracy; log all touchpoints within 24 hrs.3. Social Media Content ManagementPlan and post content on Instagram, WhatsApp, website.Targets: At least 3 posts/week; respond within 24 hrs; growth in engagement.4. Digital Campaign ExecutionRun Google Ads, Instagram campaigns, WhatsApp promotions.Targets: Launch 1–2 campaigns/mo; maintain CTR ≥1%, conversion ≥2%.5. Web & App Order MonitoringTrack orders on website/app and resolve issues.Target: Issue resolution within 4 hrs; ensure zero lost orders.6. Preventive Maintenance & Proactive ChecksPerform LAN, antivirus, backup checks at shop locations monthly.Target: 100% audit completion; 20% reduction in repeat incidents.7. Performance Reporting & AnalyticsSubmit weekly dashboards (IT, CRM, marketing metrics).Target: Complete reports delivered on time.8. Continuous Improvement & DocumentationMaintain knowledge base, propose ≥2 process improvements per quarter.Target: ≥90% documentation coverage.9. Customer/Client Feedback (CSAT)Achieve ≥85% positive satisfaction from internal and external stakeholders.