ICT Support Technician
If unable to resolve any of the issues, the ticket will be passed to our External IT team for further handling & resolution.
Requirements
Core Responsibilities:
- Call management: All incidents and service requests are managed within agreed Service Level Agreements (SLAs).
- Call logging: Incidents and requests are logged accurately, with detailed tracking of resolutions.
- Direct User Support: Immediate troubleshooting for software and network issues, ensuring minimal disruption to daily operations.
- Escalation Protocols: Efficient escalation of complex incidents to higher-level support when necessary.
- Preventative maintenance: Scheduling laptop health check/reviews with users
- IT stores management: Ensure IT stock records are maintained against agreed re-order levels and check-in/out procedures
- Record, respond to, and allocate resources to all 1st line support queries (direct, telephone, email, and help desk) posed by users relating to PCs, peripherals, and the network.
- Provide onsite assistance for setup and access to local facilities, e.g., meeting room setups, MFP access, building access.
- Provide frontline support for upgrades, new system access, or configurations as appropriate.
- Support the ICT team with setup/removal of users on Windows/Active Directory/applications/SharePoint/email and allocate access rights, group membership, etc., to users.
- Install and configure PC software, e.g., operating systems, application/database clients, Office Professional, email, and networking/security software.
- Identify and resolve hardware and software problems.
- Provide assistance with licensed software packages including Windows, Office 365 Professional, Adobe, Internet Browsers, SharePoint 365, Teams rooms, , etc.
- Provide technical support for selected local databases/applications.
- Provide backup services for the local area network servers and clients as needed.
- Offer in-house support for remote access software.
- Deliver IT awareness and training sessions as required.
- Ensure all software on PCs is licensed, suitable for the network environment, and compliant with IT security policies.
- Ensure compliance with IT procedures and policies.
- Proven ability to diagnose and resolve hardware and software problems with PCs and peripherals.
- Experience providing support to users of Microsoft Office 365, Microsoft SCCM, Windows Server
- Knowledge of network technology and administration, particularly Windows Server, Active Directory, and the Internet (e.g., protocols, structured wiring, hubs, bridges, routers, multiplexers, SMTP, SNMP, HTML, DHCP).
- Advanced knowledge of PC/Laptop/Tablets running Windows, OpManager/ IP, Meeting room AV/IT integration requirements, Web conferencing/broadcasting using Teams/ and Access Control/Secure Centralised Multi-Function printing
- Educated to 3rd level or equivalent in a computer-related discipline.
- Firewall/SharePoint/Juniper Administration.
- ERP knowledge.
- Studying an ICT services related discipline.
Benefits
Why Join CEL Critical Power?
Join a Trusted Industry Leader – 42 Years of Excellence
CEL has been delivering high-quality, bespoke power distribution solutions for over four decades, with products that stand the test of time.
Be Part of a Global Expansion
With CEL launching its first US manufacturing plant, you will have the opportunity to work on international projects and documentation standards while collaborating with colleagues across North America.
Collaborate with World-Class Engineers, Vendors & Industry Experts
You’ll work alongside leading engineers, project managers, document controllers, product managers, and global vendors, ensuring excellence and operational success across CEL’s international teams.
Shape the Future of CEL – Critical Power
This is more than just an operator role—it’s an opportunity to help forge the future of CEL and our expansion across the US.
Competitive Salary, Benefits & Career Growth
We offer structured career development, professional training, and leadership opportunities, ensuring long-term career progression.
Apply Now – This is a CEL Critical Power-Critical Hire!
Job Type: Full-timeSchedule: Monday to Friday
Must be able to comfortably commute to Williamsburg or are willing to relocate.