ICT Officer

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
  
• Professional certifications (Microsoft, Cisco, VMware, ITIL, CompTIA Security+, Azure, or equivalent) are an advantage.
  
• Minimum three years' experience supporting enterprise ICT environments, ideally in a fast-paced, multi-site organization.
  

Roles and Responsibilities

ICT Infrastructure Management

• Administer and maintain enterprise network infrastructure, including switches, routers, firewalls, wireless networks and VPN connectivity; troubleshoot issues such as DHCP failures and rogue DHCP servers.
  
• Manage Windows & Linux Server environments, including Active Directory, Group Policy, DNS, DHCP and File Services.
  
• Monitor infrastructure availability, performance and capacity against the uptime targets in this role's KPIs.
  
• Manage cloud infrastructure and services.
  
• Coordinate & Conduct infrastructure upgrades, scheduled maintenance and disaster-recovery exercises.
  

Enterprise Systems Administration

• Administer Microsoft 365 services, including Exchange Online, SharePoint Online, Teams and Entra ID.
  
• Support SAP Business One and related integrations to keep core business processes running without interruption.
  
• Manage the user lifecycle: provisioning, role-based access, licensing and de-provisioning.
  
• Maintain system documentation, configurations, and standard operating procedures.
  
• Maintain and update the corporate website, including integration of third-party monitoring and user-experience tools.
  

Cybersecurity and Compliance

• Implement and maintain ICT security controls, policies, and best practices.
  
• Monitor security alerts, vulnerabilities, and endpoint protection solutions.
  
• Manage backups and disaster recovery procedures, including periodic restoration testing.
  
• Run routine patch management and software license audits across end-user devices.
  
• Conduct periodic ICT risk assessments and security audits.
  
• Ensure compliance with organizational ICT policies and applicable regulatory requirements.
  

Business Systems and Process Automation

• Design and implement workflow automation using Microsoft Power Platform (Power Apps, Power Automate, Power Pages) and other automation tools.
  
• Support integration between enterprise systems using APIs and middleware.
  
• Pilot new tools and technologies, for example AI-assisted automation or low-code platforms and build a business case before scaling anything company-wide.
  
• Participate in ICT projects from planning through implementation and post-implementation support.
  

ICT Service Management

• Provide first- and second-line technical support for ICT incidents and service requests.
  
• Resolve ICT issues within agreed service levels.
  
• Maintain the ICT asset inventory, software licensing records and configuration documentation.
  
• Run ITSM processes covering Incident, Problem, Change, and Asset Management.
  
• Prepare periodic ICT operational and performance reports.
  

Vendor and Contract Management

• Coordinate with ICT vendors on support, maintenance and procurement.
  
• Evaluate ICT products and services and give technical recommendations.
  
• Monitor vendor performance against agreed service levels.
  
• Participate in ICT budgeting and procurement planning.
  

Documentation and Knowledge Management

• Develop, Maintain technical documentation, network diagrams, and system architecture records.
  
• Maintain ICT policies, procedures, and user guides.
  
• Run user training and awareness sessions to reduce repeat support tickets.
  

Continuous Improvement

• Flag manual, repetitive business processes and automate them using Power Platform or scripting.
  
• Recommend infrastructure changes that reduce downtime risk or cut recurring support tickets.
  
• Track recurring incident patterns and fix root causes instead of repeating the same workaround.
  
• Contribute to the annual ICT roadmap.