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ICT SERVICE TECHNICIAN

JOB DESCRIPTION

ICT SERVICE TECHNICIAN

FULL TIME

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

Proficiency

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