Principal Technician (ICT Systems)

Duties

• The Principal Technician (ICT Systems) is responsible for the installation, maintenance, and repair of information and communication technology systems.
• He/she provide technical support to end-users and troubleshoot any issues that arise.
• They stay up to date with the latest technology trends and make recommendations for system improvements.
• They handle tasks related to configuring hardware and software, managing computers and networks devices, troubleshooting technical issues, ensuring data security and system reliability, and provide technical support to end-users.
• They collaborate with various departments to understand their technology needs and optimize the organization's ICT infrastructure to support business operations efficiently.
• Assists in designing, verifying, documenting, amending and refactoring moderately complex software configurations for deployment.
• Applies agreed standards and tools, to achieve a well-engineered result.
• Collaborates in reviews of work with others as appropriate.
• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
• Applies system software parameters to maximise throughput and efficiency.
• Installs and tests new versions of system software.
• Contributes to preparation of software implementation procedures with fall back contingency plans.
• Carries out agreed network maintenance tasks and specified operational configuration of network components.
• Establish and diagnose network problems/faults using the required troubleshooting methodology and tools.
• Uses network management software and tools to collect agreed performance and traffic statistics.
• Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client.
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results.
• Records details of all components that have been installed and removed.
• Assists users and follows agreed procedures for further help or escalation.
• Contributes to the development of installation procedures and standards.
• Uses approved tools and techniques for specific deployment activities.
• Administers the recording of activities, logging of results and documents technical activities undertaken.
• The Principal Technician (ICT Systems) will provide 24/7 Immediate On-Call Response to the Service Operations with technical AirC2 expertise and solutions at Level 2 support with ticket response and resolutions that will meet current operational needs and defined Key Performance Indicators (KPIs).
• The Principal Technician (ICT Systems) will work as an on-site integrated member of the assigned service team, when not on 24/7 on-call duty for immediate ticket response and resolution.
• He will help with the design, development, test and on-site support of engineering changes to services, processes, organisation, operating model and other aspects.

Requirement

• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• At least 3 years practical experience of implementation and maintenance of ICT end systems within a large organization.
• Good experience configuring hardware and software.
• Good understanding of ICT systems and the ability to work independently to solve problems.
• Hands-on experience troubleshooting technical issues and providing technical support to end-users.
• ITIL foundation or advanced level training and certification.

Preferences

• Hands-on experience on troubleshooting technical issues and providing technical support to end-users.
• Network configuration, debugging trouble shouting (TCP/IP, VPN, VLAN, firewall, DNS).
• Cybersecurity infrastructure understanding.

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