ICT Technician

Employment Type:

This is a full-time position comprising of a 40-hour work week.

Employment Location:

This is a remote role, working from your home, but with some on-site work at customer locations as needed.

Purpose of the Role:

Providing 1st and 2nd level desktop support to customers and staff of Pritech PTY LTD. Support and assistance with

hardware, software, telephony, and all associated services.

Reports to:

Senior Technicians and Directors.

Main Activities:

• Providing telephone and virtual face to face technical support to users regarding Desktop issues.

• Escalating as appropriate to Senior Remote ICT Technicians for jobs that are equivalent to expert

certification skill-levels in Microsoft 365, Azure and Entra ID Admin.

• Following agreed procedures, respond to requests for assistance by providing information to enable users to

resolve their problems.

• Maintaining accurate log entries of fault with resolution and contact details.

• Maintaining accurate log entries of all time whilst on shift (including meal breaks)

• Ensuring all hardware/software installations and routine upgrades are implemented according to Service

Level Objectives.

• Providing the business with a professional service by ensuring requests are regularly updated and realistic

resolution times are provided.

• Working on tasks as assigned by Team Leader.

• Providing an effective interface between users and service providers supplying all necessary diagnostic

information according to procedures.

• Ensuring technical queries not progressing are escalated to Network Engineers according to established

procedures.

• Participating in ongoing team training.

Key Skills:

• High level knowledge of Microsoft 365, Azure and Entra ID Admin (equivalent to fundamental and

intermediate certification skill-level).

• Sound technical knowledge of Desktop hardware and both standard and customised (in-house) software.

• Sound analytical and problem-solving skills.

• Good time management and communication skills.

• Ability to manage multiple problems at once and prioritise issues.

• Strong customer service focus.

• Sound knowledge of the organisation’s Standard Operating Environment (SOE).