• Reporting to the Deputy Director – ICT, the jobholder is responsible for supporting the delivery of reliable, secure and efficient ICT services across the organisation. In addition, the jobholder is responsible for providing technical assistance to end users, maintaining hardware and software systems, ensuring smooth operations of ICT infrastructure and contributing to the continuous improvement of ICT service delivery.

Duties and Responsibilities

• Providing first-line technical support to end-users, diagnosing and resolving hardware, software and network-related issues to ensure minimal downtime;
• Installing, configuring and maintaining computers, printers, IP handsets, UPS systems and other ICT equipment;
• Supporting the setup, configuration and maintenance of servers, networking equipment, desktop environments and business applications;
• Maintaining accurate ICT documentation, including user guides, standard operating procedures and asset inventory records;
• Conducting proactive assessment of user needs for hardware, software and applications, ensuring compatibility and optimal performance;
• Managing support tickets from initiation to resolution, ensuring timely communication, documentation and closure;
• Identifying and documenting root causes of recurring technical issues to improve service quality and build the knowledge base;
• Providing on-site guidance and advice to users on effective use of ICT tools and services; and
• Performing any other related duties as assigned to support ICT operations and organisational objectives.

Requirements for Appointment

For appointment as an ICT Assistant II, a person must possess the following qualifications:

• Minimum of four (4) years’ enterprise experience in ICT end-users support and helpdesk management handling various areas including end-user devices and connectivity or four (4) years’ experience in Software development and business applications support;
• Diploma or equivalent technical qualification in Information Technology, Computer Science, Telecommunications, Electronic Engineering or an equivalent qualification from a recognised institution;
• Certification in general ICT configurations and support areas such as MCSE/A, CISCO (CCNA), N+, A+ OR Software Development and database administration certifications such as Microsoft Developer Certifications, Google developer certifications, MYSQL database administration, MSSQL server etc.;
• Basic Networking, hardware, and software Troubleshooting Skills;
• Knowledge of operating systems and user management solutions such as Active Directory, Windows, Linux, MacOS;
• Customer (user) handling skills including communication (oral and written), interpersonal skills, listening skills and general etiquettes

• Providing first-line technical support to end-users, diagnosing and resolving hardware, software and network-related issues to ensure minimal downtime;
• Installing, configuring and maintaining computers, printers, IP handsets, UPS systems and other ICT equipment;
• Supporting the setup, configuration and maintenance of servers, networking equipment, desktop environments and business applications;
• Maintaining accurate ICT documentation, including user guides, standard operating procedures and asset inventory records;
• Conducting proactive assessment of user needs for hardware, software and applications, ensuring compatibility and optimal performance;
• Managing support tickets from initiation to resolution, ensuring timely communication, documentation and closure;
• Identifying and documenting root causes of recurring technical issues to improve service quality and build the knowledge base;
• Providing on-site guidance and advice to users on effective use of ICT tools and services; and
• Performing any other related duties as assigned to support ICT operations and organisational objectives.

• Basic Networking, hardware, and software Troubleshooting Skills;
• Knowledge of operating systems and user management solutions such as Active Directory, Windows, Linux, MacOS;
• Customer (user) handling skills including communication (oral and written), interpersonal skills, listening skills and general etiquettes

• Minimum of four (4) years’ enterprise experience in ICT end-users support and helpdesk management handling various areas including end-user devices and connectivity or four (4) years’ experience in Software development and business applications support;
• Diploma or equivalent technical qualification in Information Technology, Computer Science, Telecommunications, Electronic Engineering or an equivalent qualification from a recognised institution;
• Certification in general ICT configurations and support areas such as MCSE/A, CISCO (CCNA), N+, A+ OR Software Development and database administration certifications such as Microsoft Developer Certifications, Google developer certifications, MYSQL database administration, MSSQL server etc.