ICT Technician - Digital Workplace Services

Key Responsibilities

Digital Workplace Support

• Provide first-line and second-line support for Microsoft 365 services, including Microsoft Teams, Outlook, SharePoint Online, OneDrive and related applications.
  
• Diagnose and resolve digital workplace incidents and service requests, escalating complex issues where appropriate.
  
• Support onboarding of new users through configuration of Microsoft 365 services, user accounts, endpoint devices and collaboration technologies.
  
• Advise users on Microsoft 365 best practices, digital collaboration and secure use of workplace technologies.
  
• Maintain knowledge articles, user guides and support documentation.
  
• Record, track and resolve incidents and service requests using the Institute's approved IT Service Management (ITSM) platform while meeting agreed service levels.
  

Endpoint & Device Management

• Configure, deploy, maintain and support laptops, desktops, mobile devices and related workplace technologies.
  
• Support endpoint lifecycle management, including provisioning, software deployment, compliance monitoring, asset recovery and implementation of approved endpoint management policies.
  
• Support endpoint security through operating system updates, software deployment and implementation of approved security controls.
  
• Maintain accurate ICT asset records and coordinate preventive maintenance of end-user devices.
  

Microsoft 365 Productivity & User Adoption

• Promote effective use of Microsoft 365 collaboration and productivity tools.
  
• Conduct user orientation sessions, digital workplace awareness activities and productivity demonstrations.
  
• Support adoption of Microsoft 365 enhancements and approved AI-enabled workplace services, including Microsoft Copilot.
  
• Gather user feedback, identify recurring issues and recommend improvements that enhance the digital workplace experience.
  

Collaboration Technologies & Service Delivery

• Support Microsoft Teams Rooms, Microsoft Teams meetings and other collaboration technologies used for hybrid working.
  
• Provide technical support for meetings, workshops and institutional events.
  
• Collaborate with the AI Platform Officer during rollout and operational support of new Microsoft 365 capabilities.
  
• Work closely with Customer Services, Infrastructure and Enterprise Systems teams to ensure effective delivery of digital workplace services.
  
• Perform any other related duties as may be required.
  

Requirements

Academic & Professional Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.
  
• Professional certification in Microsoft 365, Microsoft Endpoint Administration, or other relevant ICT technologies is an added advantage.
  
• At least two (2) years' relevant experience in ICT customer support, digital workplace services or end-user computing.
  

Experience

• Experience supporting Microsoft 365 services including Teams, SharePoint Online, OneDrive and Outlook.
  
• Experience configuring and supporting Windows endpoint devices.
  
• Experience using Microsoft Intune, Microsoft Configuration Manager or equivalent endpoint management solutions.
  
• Experience supporting users within an enterprise or multi-site ICT environment is an added advantage.
  

Knowledge & Competencies

• Good knowledge of Microsoft 365 collaboration and productivity tools.
  
• Good understanding of endpoint management, device lifecycle management and software deployment processes.
  
• Understanding of Microsoft Entra ID, authentication and identity management concepts.
  
• Knowledge of endpoint security, patch management and device compliance principles.
  
• Ability to prepare technical documentation and deliver end-user training.
  
• Strong troubleshooting and problem-solving abilities.
  
• Strong customer service and end-user support skills.
  
• Good communication and interpersonal skills.
  
• Ability to work collaboratively within multidisciplinary ICT teams.
  
• Commitment to continuous learning, knowledge sharing and continual service improvement.
  

Key Responsibilities

Digital Workplace Support

• Provide first-line and second-line support for Microsoft 365 services, including Microsoft Teams, Outlook, SharePoint Online, OneDrive and related applications.
  
• Diagnose and resolve digital workplace incidents and service requests, escalating complex issues where appropriate.
  
• Support onboarding of new users through configuration of Microsoft 365 services, user accounts, endpoint devices and collaboration technologies.
  
• Advise users on Microsoft 365 best practices, digital collaboration and secure use of workplace technologies.
  
• Maintain knowledge articles, user guides and support documentation.
  
• Record, track and resolve incidents and service requests using the Institute's approved IT Service Management (ITSM) platform while meeting agreed service levels.
  

Endpoint & Device Management

• Configure, deploy, maintain and support laptops, desktops, mobile devices and related workplace technologies.
  
• Support endpoint lifecycle management, including provisioning, software deployment, compliance monitoring, asset recovery and implementation of approved endpoint management policies.
  
• Support endpoint security through operating system updates, software deployment and implementation of approved security controls.
  
• Maintain accurate ICT asset records and coordinate preventive maintenance of end-user devices.
  

Microsoft 365 Productivity & User Adoption

• Promote effective use of Microsoft 365 collaboration and productivity tools.
  
• Conduct user orientation sessions, digital workplace awareness activities and productivity demonstrations.
  
• Support adoption of Microsoft 365 enhancements and approved AI-enabled workplace services, including Microsoft Copilot.
  
• Gather user feedback, identify recurring issues and recommend improvements that enhance the digital workplace experience.
  

Collaboration Technologies & Service Delivery

• Support Microsoft Teams Rooms, Microsoft Teams meetings and other collaboration technologies used for hybrid working.
  
• Provide technical support for meetings, workshops and institutional events.
  
• Collaborate with the AI Platform Officer during rollout and operational support of new Microsoft 365 capabilities.
  
• Work closely with Customer Services, Infrastructure and Enterprise Systems teams to ensure effective delivery of digital workplace services.
  
• Perform any other related duties as may be required.
  

Requirements

Academic & Professional Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.
  
• Professional certification in Microsoft 365, Microsoft Endpoint Administration, or other relevant ICT technologies is an added advantage.
  
• At least two (2) years' relevant experience in ICT customer support, digital workplace services or end-user computing.
  

Experience

• Experience supporting Microsoft 365 services including Teams, SharePoint Online, OneDrive and Outlook.
  
• Experience configuring and supporting Windows endpoint devices.
  
• Experience using Microsoft Intune, Microsoft Configuration Manager or equivalent endpoint management solutions.
  
• Experience supporting users within an enterprise or multi-site ICT environment is an added advantage.
  

Knowledge & Competencies

• Good knowledge of Microsoft 365 collaboration and productivity tools.
  
• Good understanding of endpoint management, device lifecycle management and software deployment processes.
  
• Understanding of Microsoft Entra ID, authentication and identity management concepts.
  
• Knowledge of endpoint security, patch management and device compliance principles.
  
• Ability to prepare technical documentation and deliver end-user training.
  
• Strong troubleshooting and problem-solving abilities.
  
• Strong customer service and end-user support skills.
  
• Good communication and interpersonal skills.
  
• Ability to work collaboratively within multidisciplinary ICT teams.
  
• Commitment to continuous learning, knowledge sharing and continual service improvement.