The ICT Support will provide helpdesk and frontline support to staff in accordance with agreed ICT support service level agreements (SLAs). The person appointed will triage tickets, categorize and prioritize them, and engage with users to resolve issues based on the SLA. If unable to resolve issues, tickets will be escalated to the External IT team.
Requirements
Core Responsibilities:
1. Call management: Manage incidents and service requests within SLAs.
2. Call logging: Log incidents and requests accurately with detailed resolution tracking.
3. Direct User Support: Troubleshoot software and network issues promptly.
4. Escalation Protocols: Escalate complex incidents to higher support levels when necessary.
5. Preventative maintenance: Schedule laptop health checks with users.
6. IT stores management: Maintain IT stock records and re-order levels.
7. Support support queries: Respond to support requests via phone, email, or help desk for PCs, peripherals, and network issues.
8. Onsite assistance: Set up and provide access to local facilities and equipment.
9. Support upgrades and system access: Assist with system upgrades, new access, and configurations.
10. Setup/removal of users: Manage user accounts on Windows/Active Directory and applications.
11. Software installation and configuration: Install OS, applications, and security software.
12. Troubleshoot hardware/software issues: Diagnose and resolve problems.
13. Support local databases/applications: Provide technical support.
14. Backup services: Support network server and client backups.
15. Remote access support: Support remote access software.
16. IT training: Deliver IT awareness and training sessions.
17. Software licensing and security compliance: Ensure all software is licensed and compliant.
18. Policy compliance: Follow IT procedures and policies.
19. Technical expertise: Proven ability in diagnosing hardware/software issues with PCs and peripherals.
20. Experience: Support users of Microsoft Office 365, SCCM, Windows Server.
21. Network knowledge: Understand network protocols, wiring, routers, SMTP, DHCP, etc.
22. Advanced PC/Laptop/Tablet knowledge: Windows, AV/IT integration, Web conferencing, Access Control, MFPs.
23. Education: Degree or equivalent in a computer-related discipline.
24. ERP knowledge and ongoing ICT studies.
Why Join CEL Critical Power?
* Industry leader with 42 years of experience.
* Opportunity to work on international projects with North American colleagues.
* Collaborate with top engineers, vendors, and industry experts.
* Shape the future of CEL and expand across the US.
* Competitive salary, benefits, and career growth opportunities.
Job Type: Full-time
Schedule: Monday to Friday
Must be able to commute to Williamsburg or be willing to relocate.
Note: Non-passport holders may need a work permit. For more info, check our Blog.
Application process: Apply via the 'Apply now' button. Do not provide bank or payment details.
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