Brief Description

Key Responsibilities

The L1 ICT Technician position’s primary responsibility is to provide first level support to Webb Software clients quickly and efficiently in-line with SLAs. Additionally this position will perform routine network systems maintenance. Work items range from desktop support to routine network administration.

Other Responsibilities

Scheduling, management of team

Main Duties & Responsibilities

Key Responsibilities

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: network connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services 
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in Freshservice
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Support Queue

  • Accept cases from the support queue
  • Remotely assist clients with support needs
  • Clearly communicate status on problems as well as resolution
  • Exceed SLA guarantees to Webb Software clients
  • Clearly document all tasks and times
  • Maintain high customer satisfaction

Computer Repair & Maintenance

  • Virus/Malware issues
  • Network scanning/printers
  • Desktop application and operating system management
    • Installation, configuration and troubleshooting
  • Network connectivity
    • Wired
    • Wireless
    • DHCP
    • Subnets
    • VLANs
  • Smartphone management
  • End user email management
    • Email bounce back troubleshooting
    • SPAM services
    • Webmail
  • User management
    • Microsoft Active Directory and Exchange
      • Add/Change/Delete
      • Network file permissions
      • Create distribution lists
      • Security Group concepts
  • Backups
    • Management of customer backup software
    • Remote Backup Solutions
    • Local Backup Solutions
    • Restore files including VSS previous version restores

Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Help Desk Operator  to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require a higher level support
  • Responsible for entering time and expenses in Freshservice and Xero as it occurs
  • Understand processes in Freshservice
  • Enter all work as service tickets into Freshservice

Qualifications & Requirements


The role of L1 ICT Technician requires the person to be proficient in oral and written communication skills, to be courteous when handling and resolving complaints, have a working knowledge of computer operating systems, and have a knowledge of computer software. Qualifications are regarded however not required as on the job training can be provided. 

    • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
    • Diagnosis skills of technical issues
    • Ability to multi-task and adapt to changes quickly
    • Technical awareness: ability to match resources to technical issues appropriately
    • Service awareness of all organization’s key IT services for which support is being provided
    • Understanding of support tools, techniques, and how technology is used to provide IT services
    • Typing skills to ensure quick and accurate entry of service request details
    • Self-motivated with the ability to work in a fast moving environment
    • Basic understanding of networking principle
    • Entry level knowledge of Active Directory
    • Basic understanding of network firewalling/security technology
    • General knowledge of server maintenance tasks:
      • Backup software monitoring and troubleshooting
      • Disk defragmentation
      • Event log review
      • Hardware monitoring tool review
    • Corporate antivirus software experience. Symantec Endpoint Protection preferred
    • Spyware removal experience
    • Troubleshooting fundamentals
      • Ability to break problems down and use a logical process of elimination
    • Firm understanding of desktop hardware
      • Ability to diagnose hardware problems.
      • Familiarity with desktop hardware diagnostic tools
      • Understanding of RAID
    • Firm understanding of mobile device configurations and support
    • Ability to follow complex detailed instructions to accomplish more complex tasks.

Key Skills & Competencies

  • trustworthiness
  • oral and written communication skills
  • learning skills
  • customer service orientation
  • problem analysis
  • problem-solving
  • adaptability
  • team interaction
  • planning and organizing
  • attention to detail
  • stress tolerance

Lines of Communication

  • This position reports to the Help Desk Operator, ICT Manager and Directors

Working Conditions

  • Full Time 
    • Monday – Friday 9am – 5pm 
  • Office Job and onsite work