Alternate Job Titles
Technology Associate, IT Generalist, Network Administrator, Network Support Technician, IT Administrator, Help Desk Specialist, IT Technician, IT Professional, IT Technical Support Professional, IT Support Engineer
Job Level
Entrant
Functional Group
Infrastructure
Job Family
Server & network support
Functional Group
Hardware Support
Job Family
Desktop and peripherals installations and maintenance
Functional Group
Software and Systems
Job Family
Applications configurations and installations and IT Security
Job Description
- Provide support functions to a variety of functions that range from setting up technology equipment’s for employees to maintaining internal networks, supporting remote work functions, and providing help desk support.
- Work with a variety of individuals, including IT colleagues, staff at all levels within an organisation, external clients, and vendors.
- Maintain functioning information technology equipment and networks.
- Provide support to technology users, ensures security of information and IT infrastructure, and upholds company policies regarding use, security, redundancy, and confidentiality of data.
Critical Work Function
Generic Functions
- Install, maintain, and upgrade desktop hardware (including peripherals) and software.
- Set up and remove employee’s or client’s workstations or devices, including setting up access controls.
- Install, provide user support for, or troubleshoot hardware and commercial software.
- Install, support, and maintain the network infrastructure as well as monitoring network performance.
- Perform minor software modifications to improve performance or customise to user needs.
- Assist in maintaining or updating web content and manages user access profiles and authorities.
- Monitor and help to maintain network security by adhering to security policies.
- Record and interpret detailed diagnostic information.
- Record keeping of incidents and services request.
- Investigate a request for support, record diagnostic information and either resolve or escalate to the appropriate level.
- Prioritise resolution and determine whether external support is required.
Specific Functions - Desktop and Application Support
- Install and test new ICT equipment and peripheral.
- Perform basic PC hardware repairs and upgrades.
- Diagnose and resolve basic PC, printer, peripheral and software faults.
- Install complete applications and set software options.
- Carry out any required maintenance of applications.
- Identify and install essential software patches.
Specific Function – Server & Network Support
- Install and maintain standard network cabling.
- Perform basic diagnostic and recovery routines on network equipment.
- Install and set basic configuration options for equipment such as switches and routers.
- Troubleshoot installation of software and hardware.
- Maintain hardware and software on the server.
Specific Function – Applications configurations and installations and IT Security
- Configuration & Installation (Software Application)
- Follow an acceptance test procedure on new ICT equipment and report results appropriately.
- Update records of installed hardware and software.
- Maintain a software library and store original copies of installed applications.
- Collate and interpret results of testing and advise if goods are fit for use.
- Retrieve and record information in a configuration management database or log.
- Assist in creating and implementing a structured approach to rolling out new hardware or software, including procurement, testing, and assessing the needs for user training.
- Continuity, Maintenance & Security (Software Application)
- Note risks to ICT systems and suggest precautions maintenance.
- Implement and suggest improvements to backup, virus protection and security policies.
- Assess and differentiate risks to key systems and develop appropriate individual system recovery procedures.
- Develop a maintenance schedule.
- Identify failing systems and suggest solutions.
- Responsible for implementing backup and virus protection policies.
Entry Requirements
#1
IT Technician Level 1
BDQF Level 2 in IT and related field with relevant industry experience.
#2
IT Technician Level 2
BDQF Level 3 in IT and related field.
#3
IT Technician Level 3
BDQF Level 4 in IT and related field or
BDQF Level 3 in IT and related field with relevant industry certification.
Skills & Competencies
Technical Skills
Soft Skills
Recommended Technical Training Courses
Cisco Certified Technician (CCT)
Cisco Certified Network Associate (CCNA)
CompTIA A+
CompTIA Network +
CompTIA Security +
Microsoft 365 Fundamentals
PMI Certified Associate in Project Management (CAPM)
Systems Security Certified Practitioner