ICT Support Engineer

The ICT Support Engineer develops support procedures and strategies for systems, networks, operating systems and applications development, solves problems and provides technical expertise and direction in support of system infrastructure and process improvements, and diagnoses and resolves complex system problems.

• Respond to incoming calls, helpdesk requests, and emails related to technology issues
• Investigate and diagnose the root cause of incidents to provide solutions or escalate as needed
• Implement solutions to resolve incidents with minimal disruption and downtime to the staff member/End user
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, hardware, and software
• Implement and support remote access solutions, including VPN and Terminal Services
• Maintain regular communication with staff to address their technical needs
• Provide remote and onsite maintenance and support for staff’s end user compute
• Offer technical support and guidance to staff
• Maintain an accurate inventory of all hardware and equipment
• Management and coordination of back-up of the servers
• Play a key role in IT operations, ensuring systems are maintained and ready for use.
• Provide support at the network level, including WAN/LAN connectivity, routers, firewalls, and security measures
• Deliver on initiatives that are assigned to you that are driving business efficiency.