ICT Technician - Digital Workplace Services

Role Overview

This position sits at the front line of digital workplace service delivery, helping employees get the most from Microsoft 365 and the devices they use every day. The technician troubleshoots collaboration and endpoint problems, guides staff through adoption of new tools, and works with infrastructure, customer service, and AI platform colleagues to keep workplace technology secure, reliable, and easy to use. The role matters because smooth digital collaboration directly affects how efficiently the organization communicates, shares knowledge, and supports its programs.

Key Responsibilities

• Serve as first- and second-level support for Microsoft 365 workloads such as Teams, Outlook, SharePoint Online, OneDrive, and associated collaboration apps, resolving incidents and requests or escalating them when deeper expertise is needed.
• Configure and support Windows laptops, desktops, mobile devices, and peripherals throughout their lifecycle, including deployment, software installation, compliance checks, asset tracking, recovery, and preventive maintenance.
• Set up new hires and newly provisioned users across Microsoft 365 accounts, endpoint devices, and collaboration tools, while coaching them on secure and effective ways to work.
• Log, prioritize, and document incidents and service requests in the approved ITSM system, meeting service-level commitments and keeping users informed.
• Create and update knowledge articles, how-to guides, and support documentation that reduce repeat issues and help staff self-serve.
• Deliver orientation sessions, demonstrations, and awareness activities that increase adoption of Microsoft 365 features and approved AI-enabled workplace services such as Microsoft Copilot.
• Support Microsoft Teams Rooms, hybrid meetings, workshops, and institutional events by ensuring collaboration technology is ready and functioning.
• Partner with the AI Platform Officer, Customer Services, Infrastructure, and Enterprise Systems teams on rollouts, feedback collection, recurring issue analysis, and service improvements.

Requirements & Qualifications

• Bachelor's degree in computer science, information technology, information systems, or a comparable discipline.
• At least two years of hands-on experience in ICT customer support, digital workplace services, or end-user computing.
• Practical support experience with Microsoft 365 services, including Teams, SharePoint Online, OneDrive, and Outlook.
• Experience configuring and maintaining Windows endpoint devices.
• Familiarity with endpoint management platforms such as Microsoft Intune, Microsoft Configuration Manager, or similar tools.
• Working understanding of Microsoft Entra ID, authentication, and identity management concepts.
• Knowledge of endpoint security practices, patch management, device compliance, and software deployment.
• Ability to write clear technical documentation and lead end-user training or orientation.
• Strong troubleshooting, problem-solving, customer service, and interpersonal communication skills.
• Capacity to collaborate across multidisciplinary ICT teams and a commitment to continuous learning and service improvement.
• Microsoft 365 or Microsoft Endpoint Administration certification is an advantage; experience in an enterprise or multi-site ICT environment is also beneficial.