ICT Support Technician

Overall Purpose of the Job:

The IT Support person provides technical assistance and support related to computer systems, hardware, and software. They respond to queries, run diagnostic programs, isolate problems, and as the primary support person for the location of work. This role is crucial for ensuring the efficient operation of the site’s IT infrastructure at the location of work.

Where applicable the person will be responsible for the junior support staff at the campus.

Main Outputs and Responsibilities for this Position:

Infrastructure Support:

• Conduct daily checks on the IT infrastructure (LAN, WLAN, WAN, etc.) to monitor uptime requirements and ensure systems are running optimally.
• Install and coordinate the deployment of hardware, systems, and infrastructure within the campus.
• Accountable for the support for the IT infrastructure (LAN, WLAN, WAN, etc.) at the campus. Perform diagnostics and troubleshooting, where applicable, and escalate to necessary internal or external parties when needed.
• Fulfil appropriate access requirements based on P7 policies. [BL2.1]
• Interact and liaise with vendors or service providers for support and troubleshooting as necessary.

Security:

• Adhere to policies and procedures to ensure compliance with the company's standards.
• Monitor and manage device compliance and exposure to maintain security and efficiency.
• Respond promptly to IT incidents, providing effective solutions, or escalating where necessary and complete the necessary documentation pertaining to the incident.
• Manage and execute patch management for both servers and workstations, including vulnerability patching for devices and applications.
• Ensure timely and effective patching of vulnerabilities across all devices and applications.
• Ensure the accuracy of campus device statistics by verifying that the number of physical devices matches the records in Active Directory (AD), Azure Active Directory (AAD), System Centre Configuration Manager (SCCM), Microsoft Endpoint Manager (MEM), and Microsoft Defender for Endpoint (MDE).
• Ensure compliance with software and devices meet standard.

Connectivity and Communications Support:

• Monitor network connectivity and communication systems to ensure reliable and secure communications.
• Troubleshoot and resolve network issues.
• Ensure secure and efficient network operations.

Office 365 and IT Systems Support:

• Monitor OneDrive health on endpoints.
• Verify licensing requirements for campus staff.
• Conduct periodic Teams and SharePoint data cleanups and deletions.
• Assist with account audits (Joiners, Movers, Leavers - JML).
• Provide first-line support for Office 365 web and desktop applications.
• Capture as much information as possible into the service desk ticket, including relevant details such as screenshots, troubleshooting steps taken, and the outcomes of those steps.
• Follow escalation procedures: escalate unresolved problems to the Schools ICT Team leads or log a service request (SR) with AIT to involve the Systems Administrators or Engineers as needed.
• Direct users to log tickets through the Service Desk.

Business System Support:

• Provide support for business systems.
• Troubleshoot and resolve business application issues and escalate to the Schools ICT Team Lead. Assist in troubleshooting to ensure correct information is passed to the appropriate Business Application Vertical.

Customer Management:

• Provide support through the service desk, ensuring efficient resolution of user issues and queries.
• Respond to service desk tickets promptly and within SLA.
• Track and prioritize support requests.
• Ensure timely resolution and user satisfaction.

Education:

• ICT Diploma
• ITIL v3 Foundation

Experience:

3 Years experience in Desktop/ICT support.