ICT Support Specialist

About the Role
As an ICT Support Specialist, you will help colleagues work effectively by keeping their devices, workplace technology, and access to IT services reliable and easy to use.
This role combines responsive user support with proactive service improvement. You will investigate issues, manage device setup and lifecycle activities, document useful solutions, and identify opportunities to prevent recurring problems through process improvement, automation, and self-service. You will work closely with ICT Support, Digital Workplace Engineering, Corporate Network, and other technology teams.
This position requires providing on-site support at all TAPSI offices. You should be able to travel between office locations as needed to support colleagues and workplace technology.
You will also participate in the team’s scheduled on-call rotation and provide support outside regular working hours when required.
Responsibilities

• Provide timely, clear, and user-focused support through the service desk, direct communication, and approved support channels.
• Diagnose and resolve issues involving laptops, desktops, operating systems, user applications, peripherals, printers, meeting-room equipment, and workplace services.
• Prepare, configure, deliver, recover, and replace end-user devices throughout their lifecycle.
• Support user onboarding, offboarding, device changes, and access requests in line with company processes and security requirements.
• Troubleshoot common connectivity and access issues involving Wi-Fi, VPN, IP addressing, DNS, DHCP, and authentication.
• Provide on-site ICT support at all TAPSI offices, traveling between locations as required.
• Maintain accurate service records, asset information, troubleshooting notes, and resolution details in the service desk and asset-management systems.
• Follow incidents through to resolution, keep users informed, and coordinate escalations with the appropriate technical teams.
• Identify recurring incidents, investigate their underlying causes, and recommend durable improvements.
• Create and maintain practical knowledge articles, user guides, and standard operating procedures.
• Contribute to automation and self-service initiatives that reduce repetitive requests and improve the support experience.
• Collaborate with Digital Workplace Engineering, Corporate Network, VoIP, and other ICT teams on cross-functional issues and service improvements.
• Participate in the team’s scheduled on-call rotation and support critical incidents when required.
• Follow information security, privacy, and equipment-handling policies when working with user accounts, devices, and company information.

Requirements

• Proven experience in ICT support, service desk, or end-user computing in a high-tech business environment.
• Strong hands-on troubleshooting skills across Windows operating systems, laptops, desktops, and common productivity applications.
• Familiarity with macOS and Linux troubleshooting.
• Working knowledge of Active Directory and user and device administration.
• Practical understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic connectivity troubleshooting.
• Experience using a ticketing or IT service-management system and working with incident priorities and escalation processes.
• Ability to investigate issues methodically, explain technical information clearly, and follow through until users have a working solution.
• Strong written communication and documentation skills.
• A service-oriented, accountable, and collaborative approach to supporting colleagues.
• Ability to manage competing requests and work effectively in a fast-paced environment.
• Ability and willingness to work on-site across all TAPSI offices and travel between locations as required.
• Willingness to participate in a scheduled on-call rotation.

Preferred Qualifications

• Experience with ManageEngine ServiceDesk Plus or a similar IT service-management platform.
• Hands-on experience diagnosing and repairing laptop hardware, including replacing components such as memory, storage drives, keyboards, batteries, etc.
• Experience supporting Microsoft 365 or other enterprise collaboration tools, messaging platforms, and video-conferencing services.
• Familiarity with endpoint management, software deployment, device compliance, or remote-support tools.
• Experience with IT asset management, inventory control, and device lifecycle processes.
• Basic scripting or automation experience with PowerShell, Bash, or Python.
• Experience developing knowledge-base content, user guides, or self-service workflows.
• Familiarity with ITIL concepts, incident management, problem management, or service-level targets.
• Experience supporting users across multiple offices or business units.

Performance Metrics
Success in this role will be measured through:

• Timely response and resolution of support requests, with appropriate communication to users.
• Improvement in user satisfaction and the quality of the support experience.
• Reduction in recurring incidents and avoidable escalations through root-cause analysis and preventive actions.
• Accuracy and completeness of ticket, asset, and device-lifecycle records.
• Growth in useful documentation, knowledge-base coverage, and self-service adoption.
• Reduction in repetitive manual work through process improvements and automation.
• Reliable support for onboarding, device readiness, and workplace technology across all TAPSI offices.