The ICT Technician provides technical helpdesk support related to hardware, software and application configurations.

JOB SUMMARY

The ICT Technician provides technical helpdesk support related to hardware, software and application configurations. The role is the primary contact for technical assistance for persons working at office locations and remotely. Responsibilities include but not limited to diagnosing, repairing, and resolving queries, isolating problems, determines and implements solutions which involve collaboration with the Infrastructure/Security Team and/or Application/Data Team.

MAIN RESPONSIBILITIES

• Delivering service excellence daily in keeping with Amplia’s Customer Service Philosophy.
• Primary support with regards to helpdesk requests.
• First line support for all internal calls relating to issues on any ICT systems.
• Computer application installation and support.
• Computer hardware installation and support.
• Telephony/ PBX support
• Schedule, communicate and execute maintenance activities.
• Adhere to the ICT department KPIs.
• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable.
• Commit to attending all required HSE training.
• Ensure all HSE assigned Key Performance Indicators (KPIs) are fulfilled on a continuous basis.
• Display a professional attitude which maintains a pleasant ambience and positive work environment.
• Escalate user issues timely and efficiently to provide an effective resolution.
• Ensure updated and correct Amplia Communications’ information is circulated to the team, to avoid friction, miscommunication, and employee dissatisfaction.
• Identifies system and workflow improvements to enhance the team's efficiency.
• Makes recommendations for product and process development based on customer feedback and analysis of same: ICT policies and procedures.
• Maintain a standard of performance in line with Amplia Communications’ standards.
• Maintain and upkeep of all ICT asset inventory: end user inventory
• Implement countermeasures / recommendations from penetration Testing / audits
• Single-Sign-On (SSO) & Users Identity Management
• Setting up of antivirus/antimalware/antispyware on Desktop/ Laptop/ Endpoint Security for end users
• Desktop/Laptop/ User Application Patch Management
• Backup and Recovery Validation
• Applications Authorization & Authentication
• 1^st line application support. 
• Data Confidentiality, Validation, Integrity & Availability
• Error Handling and Troubleshooting with end users.
• PC/Printer/Network Assets management
• Inventory Management of company assets, issue, and retrieval of end user Desktop / Laptop / Endpoint Management
• Anti-Spam/Anti-Virus and cyber security support and upgrade
• Work in partnership with all other departments (finance, marketing, engineering, etc.) to continually increase productivity and profitability.
• Represent the company at company events to demonstrate and provide support on our products.
• Performs any other duties related to the job function.
• Attend training courses or seminars and disseminate information to other team members.
• Provide internal support to other members of staff where necessary.
• Participate in staff meetings and team building events.
• Required to be proficient in various applications within the environment.