ICT Officer Service Delivery – 2 Positions

Role Overview

This is a hands-on ICT support position within a university environment, reporting directly to the ICT Manager. You will be the first responder for technical issues across campus, ensuring that systems remain available, secure, and efficient for both academic and administrative operations. Your daily work directly supports the institution’s goal of maintaining near-continuous infrastructure uptime and high user satisfaction, making you a key contributor to the smooth running of teaching, research, and administrative processes.

Key Responsibilities

• Act as the first point of contact for all ICT support requests received via walk-ins, phone, email, or the ticketing system, resolving Level 1 incidents such as password resets, software installations, and connectivity problems within agreed service levels.
• Manage user onboarding and offboarding by creating and disabling accounts, ensuring access rights are aligned with audit requirements and data protection standards.
• Monitor dashboards for the core network, power systems, and data center infrastructure to maintain high availability, performing daily health checks on servers, printers, PCs, and classroom AV equipment.
• Escalate critical infrastructure alerts to senior engineers promptly to support business continuity, and assist with backup system checks and disaster recovery logging.
• Review Security Operations Center alerts for suspicious activity, escalate potential incidents according to the response plan, and verify that antivirus definitions and security patches are current across all staff devices and servers.
• Maintain the ICT asset registry by tagging and tracking all equipment including laptops, projectors, and switches, while also identifying end-of-life hardware for renewal planning and monitoring software license compliance.
• Provide technical setup and on-site support for innovation hub activities, hackathons, student startup demos, and faculty training sessions that require reliable internet, cloud access, and AV equipment.
• Document all support tickets, incidents, and resolutions; contribute data to periodic ICT resource utilization reports; and develop standard operating procedures for common technical issues.

Requirements & Qualifications

• A Bachelor’s Degree in Information Technology, Computer Science, Business Information Technology, or a closely related field from a recognized institution.
• At least 1–2 years of hands-on experience in ICT support or system administration, preferably in a service-oriented environment.
• Proficiency with Windows 10/11 and Microsoft 365 Admin Center, including user account management and license administration.
• Solid understanding of core networking concepts such as TCP/IP, DNS, DHCP, and VLANs.
• Experience using or administering ticketing systems like Jira, ServiceDesk, or Zendesk.
• Working knowledge of cybersecurity fundamentals including firewalls, antivirus software, and phishing detection.
• Familiarity with ERP platforms such as Microsoft Dynamics, SAP, or Oracle is an added advantage.
• Strong problem-solving skills, attention to detail, and the ability to work independently while managing multiple priorities and deadlines.
• Excellent communication and customer service skills, with the discretion and integrity to handle confidential and sensitive information appropriately.

What We Offer / Why Join

This position offers a consolidated pay package that is commensurate with your qualifications and experience, along with the standard benefits provided by the university. You will be part of a modern, progressive, and multicultural institution where your technical contributions directly impact teaching, research, and administrative efficiency. This is also an opportunity to grow your skills across infrastructure monitoring, cybersecurity, and ERP support within a higher education setting.