ICT Technician

The ICT Technician provides support to ensure the smooth delivery of services. Responsibilities include managing the ICT helpdesk, resolving end-user technical issues, supporting hardware and software, and performing basic admin and maintenance of the company’s data and network infrastructure.

Principal Duties and Responsibilities 

	Updates and enters information on the ICT ServiceDesk for all ICT SLAs, contracts, and license renewals. 
	Assists with setting up hardware and software applications, as required, for all company owned or licensed cell phones, laptops, printers, smart devices, team collaboration applications, etc. 
	Consistently monitors, manages and attends to tickets on the ICT ServiceDesk software to ensure appropriate prioritization of requests; timely assignment, updates and closure; and quality service to TRINRE’s internal customers.
	Provides orientation and guidance to both new and existing users on how to operate software, computer equipment and Microsoft Productivity Software, as well as systems upgrades and changes, to achieve desired results.
	Provides end user support to all internal staff.
	Monitors usage and inventory of computer and/or network equipment, placing orders in a timely manner to minimize shortages and any potential impact on business operations. 
	Maintains records/logs of repairs and fixes and ensure maintenance schedule is adhered to and documented
	Supports the development and maintenance of a team environment by proactively performing other related duties and collaborating with others, as needed.
	Maintains organisational efficiency by providing prompt and effective support for end user requests, issues and problems.  This includes the effective management of end users expectations.
	Liaises with external customers/contractors/suppliers as and when necessary.
	Reports on daily, weekly and monthly operational activities as well as, tasks and objectives assigned in accordance with defined reporting schedule as outlined by the Network and Security Systems Manager.
	Performs network administration and troubleshooting on issues that can impact availability of service and escalating where necessary to the Network and Security Systems Manager.
	Applies approved and tested updates, patches and releases to all workstations within the organisation and makes recommendations for upgrades where necessary.
	Maintains hard copies and electronic filing systems to facilitate easy retrieval and proper record keeping as per company’s standards.
	Complies with all company policies, including its Reduced Anti-Money Laundering and Combatting of Terrorist Financing (AML/CTF) Obligations Policy.
	Promotes safety awareness and the development of a Safety Culture within the company. 
	Other related duties as assigned.

Qualifications and Experience

	Associate degree in Computer Science or related discipline.
	Minimum 5 CXC passes including English and Mathematics
	1 to 2 years’ experience with similar duties.
	Must be proficient using Microsoft 365 suite.
	Knowledge of Networking, System software and Peripherals will be an asset.