IT Support Technician

ICT Support Technician (Network & Security Focus)
Report to: IT Manager

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, 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:
o Network analyzers (FortiAnalyzer)
o 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
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