ICT Support Officer

Key Duties and Responsibilities

User Support and Assistance

• Provide first-line and hands-on technical support to end users.
• Diagnose and resolve hardware, software, connectivity, and other ICT-related issues.
• Explain technical concepts and solutions in clear, user-friendly language.
• Guide users in setting up and troubleshooting audio-visual equipment for meetings, presentations, and events.
• Provide proactive guidance on effective and secure technology usage.
• Record and document user requests, technical issues, troubleshooting steps, and resolutions for future reference.
• Escalate complex technical issues to management or relevant service providers where necessary.

Hardware & Software Support

• Assist in the installation, configuration, and maintenance of computers, operating systems, applications, peripherals, and other ICT equipment.
• Support users in resolving hardware failures, software errors, system glitches, and connectivity challenges.
• Conduct routine checks and maintenance of ICT systems and equipment.
• Monitor system performance and identify potential issues before they affect users or business operations.
• Apply software updates, security patches, and other approved system fixes.
• Diagnose system errors, reinstall software, and replace or facilitate the replacement of faulty components as required.
• Maintain accurate records of ICT assets, repairs, replacements, and maintenance activities.

Network Support

• Assist in diagnosing and resolving network-related issues affecting users and business operations.
• Support routine network maintenance to promote optimal performance and minimize downtime.
• Assist in ensuring network infrastructure, cabling, and related hardware are properly organized, installed, and maintained.
• Support basic network configuration, connectivity testing, and troubleshooting.
• Escalate complex network faults to the ICT Infrastructure & Support Manager or relevant service provider.

System Maintenance and Performance Monitoring

• Monitor ICT system performance and flag potential issues for timely intervention.
• Perform routine system maintenance, updates, checks, and performance-tuning activities.
• Assist with the implementation of security patches, updates, and other measures aimed at maintaining system integrity.
• Support the maintenance of reliable and secure ICT systems and infrastructure.
• Maintain appropriate documentation of system maintenance and technical interventions.

Backup & Recovery Support

• Assist in implementing and maintaining ICT backup procedures to safeguard critical business data.
• Ensure backups are securely stored and accessible when required.
• Support data recovery activities in the event of data loss, system failure, or other incidents.
• Conduct routine checks and tests to confirm the reliability and accessibility of backup systems.
• Report any backup failures or data protection concerns promptly.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, or a related field.
• Minimum of three (3) years' relevant experience in computer systems, networks, hardware, software, and end-user technical support.
• Must have relevant professional certifications such as CompTIA A+, CompTIA Network+, CCNA, CompTIA Server+, or Google IT Support.
• Practical experience in troubleshooting computer hardware, software, networks, peripherals, and connectivity issues.
• Good understanding of ICT systems maintenance, network support, data backup, and basic information security practices.

Competency Requirements

• Strong troubleshooting and diagnostic skills.
• Analytical and critical-thinking skills.
• Strong problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to simplify and communicate technical information effectively.
• Teamwork and collaboration.
• Attention to detail and a proactive approach to technical support.
• Ability to prioritize and resolve technical issues within required timelines.
• Strong customer-service orientation and user-support skills.