ICT Support Technician

ICT Support Technician (Network & Security Focus)

Role Overview

The ICT Support Technician provides comprehensive technical support across multiple sites, covering helpdesk operations, system administration, networking, and cybersecurity. This role has evolved beyond traditional support into a hybrid position combining support, network administration, purchasing hardware

and security operations.

Key Responsibilities

Technical Support (1st–3rd Line)

Provide end-to-end user support for over 200 users (employees and contractors)

Troubleshoot hardware, software, and network issues

Deliver remote and on-site support across multiple locations

Support a wide range of applications including Microsoft 365, Slack, and business systems

Systems Administration

Administer and maintain:

Microsoft 365 (Exchange, Teams, SharePoint, Intune, Azure AD)

Google Workspace and other SaaS platforms

Manage user accounts, permissions, and device configurations

Support server environments and virtualization platforms (VMware)

Networking

Support and maintain network infrastructure across sites

Work with firewalls, VPNs, and secure remote access systems (e.g., Fortigate, FortiSASE)

Monitor network performance and troubleshoot connectivity issues

Cybersecurity & Monitoring

Assist with security monitoring and incident response

Support tools such as:

· Network analyzers (FortiAnalyzer)

· Monitoring systems (PRTG)

Implement security best practices and endpoint protection

Backup & Storage

Manage backup systems (Veeam)

Perform backup checks, restores, and disaster recovery testing

Site & Infrastructure Support

Assist in deployment of new IT infrastructure for new sites

Support operational technology systems (e.g., SCADA, BMS, CCTV, access control)

On-Call Support

Respond to critical incidents outside business hours

Smart-Hands Support / Customer Support

Respond to customer specific cases, - racking devices, servicing equipment and troubleshooting issues.

Cabling needs (within customer racks or from ISP Determination points & documentation of the cabling)

Customer lock installations and documentation upkeep (wireless locks and traditional locks with keys)

Required Skills & Experience

Strong troubleshooting skills across hardware, software, and networks

Experience with Microsoft 365 and cloud-based tools

Knowledge of networking fundamentals and firewall technologies

Exposure to cybersecurity practices and monitoring tools

Experience with virtualization and backup systems

Ability to handle high workload and multi-site environments

Role Evolution Note

This role has expanded significantly and now includes responsibilities typically associated with:

· Network Administrator

· Systems Administrator

· Security Specialist