ICT Support Technician

Reports To

Chief Information Officer or designated representative

Main Purpose of the Role

The ICT Support Technician is responsible for providing technical support to employees and ensuring the smooth operation of IT systems, hardware, software, and networks within the organization. The role includes troubleshooting technical issues, supporting IT security measures, and assisting users with day-to-day IT needs.

Key Responsibilities

User & Technical Support

* Provide technical support to users via phone, email, chat, or in person.

* Troubleshoot and resolve hardware, software, printer, network, and mobile device issues.

* Provide remote support to off-site employees using remote access tools.

* Log and manage support requests through the ticketing system.

System & Network Maintenance

* Install, configure, and maintain computers, software, and IT equipment.

* Monitor and maintain network infrastructure and system performance.

* Perform system backups and support data recovery processes.

Hardware & Software Management

* Set up and deploy new hardware and software.

* Maintain accurate IT asset inventory records and conduct regular audits.

* Ensure systems and applications are updated and functioning properly.

IT Security

* Support implementation of IT security measures and best practices.

* Perform regular system patching and monitor security alerts.

* Assist with endpoint protection, access control, MFA, and password policy enforcement.

* Promote cybersecurity awareness among employees.

Documentation & Projects

* Prepare and update technical documentation and user guides.

* Assist with IT projects, upgrades, and system rollouts.

* Escalate complex technical issues when required.

Key Performance Indicators (KPIs)

* Ticket resolution rate

* Accuracy of IT asset records

* User security awareness level

* Number of non-conformities

* Number of data breach incidents

Required Skills & Competencies

* Good knowledge of hardware, software, operating systems, and networking.

* Strong troubleshooting and problem-solving skills.

* Good communication and customer service skills.

* Ability to work independently and within a team.

* Good organizational and time management skills.

* Professionalism, confidentiality, and attention to detail.

Qualifications & Experience

* Diploma in Computer Science, Information Technology, or related field.

* Relevant certifications such as CompTIA A+ or Microsoft certifications are an advantage.

* Previous experience in an IT support role is preferred.

* Good understanding of IT support and security best practices.

Location : Port Louis