The ICT TECHNICIAN is responsible for performing a variety of moderately complex information technology support duties to ensure smooth delivery of technology services by the ICT Department. This includes, but is not limited to, end user support to all of Client's internal customers. The majority of the resource’s time is spent on monitoring and managing ICT’s helpdesk and interacting with end users to understand and resolve requests in a timely and effective manner, while providing the highest degree of customer service and support. In addition to this, the ICT Technician is expected to perform basic administration and maintenance of the company’s data and network infrastructure. All activities must conform to ICT service standards, organizational guidelines and to all legal, statutory and regulatory requirements.
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.
A+ would be an asset
Microsoft certification would be an asset
SKILLS AND ATTRIBUTES:
Communication: Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations.
Attitude, Commitment & Dependability: Demonstrates endurance, tenacity, and a positive disposition towards work.
Quality Customer Service (Internal & External): Facilitates customers in a helpful, pleasant, courteous, and professional manner.
Attendance & Punctuality: Attendance at work is in keeping with the Company's Time& Attendance policy without exhausting/abusing leave entitlements.
Quality of Work: Demonstrates excellent attention for detail, accuracy, neatness, and thoroughness.
Teamwork: Willingly shares information, knowledge and seeks opinions to reach solutions. Works co-operatively and offers assistance and support to other team members.
Continuous Learning & Self Development: Pursues job related learning and developmental opportunities. Applies new learning, skills and techniques on the job to achieve desired results.
Health, Safety and Environment: Conducts work in a safe manner; keeps assigned work area clean and has little or no incidents/accidents at work.
Planning & Organizing - Meets deadlines: organizes and priorities to achieve individual objectives.
Integrity: Conducts business activities with honesty, sincerity and truthfulness. Exhibits fairness in execution of work functions and keeps commitments.
Works with Client's Parent company ICT department to provide smart hands support for the client's ICT operations.
Reports on daily, weekly and monthly operational activities as well as, tasks and objectives assigned in accordance with defined reporting schedule to Client's parent company IT department’s Network & Security Systems Manager.
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 and manages tickets on the ICT ServiceDesk software to ensure appropriate prioritization of requests; timely assignment, updates and closure; and quality service to Client's internal customers.
Provide 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.
Monitors and maintains inventory of all ICT assets including computer and/or network equipment, placing orders in a timely manner to minimize shortages and any potential impact on business operations.
Maintain 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 organizational 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 and assist with ICT procurement operations.
Performs network administration and troubleshooting on issues that can impact availability of service and escalating where necessary to parent’s company Network and Security Systems Manager.
Applies approved and tested updates, patches and releases to all workstations within the organization 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.
Compliance 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.
Eve Anderson Recruitment Limited was founded in 1970 and pioneered the recruitment industry in Trinidad and Tobago. Since its inception, we were the leading staffing provider to local and multinational companies entering Trinidad and Tobago and played a major contribution to managing key events in the country’s history. Today, we look forward to continuing this legacy and further developing the organization. We have established our sister company in Guyana in 2020, Eve Anderson Recruitment Guyana Inc.