Principal Technician (ICT Systems)

The Principal Technician (ICT Systems) is responsible for the installation, maintenance, and repair of information and communication technology systems. He/she provide technical support to end-users and troubleshoot any issues that arise. They stay up to date with the latest technology trends and make recommendations for system improvements. They handle tasks related to configuring hardware and software, managing computers and networks devices, troubleshooting technical issues, ensuring data security and system reliability, and provide technical support to end-users.

They collaborate with various departments to understand their technology needs and optimize the organization's ICT infrastructure to support business operations efficiently. Assists in designing, verifying, documenting, amending and refactoring moderately complex software configurations for deployment. Applies agreed standards and tools, to achieve a well-engineered result. Collaborates in reviews of work with others as appropriate. Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.

Applies system software parameters to maximise throughput and efficiency. Installs and tests new versions of system software. Contributes to preparation of software implementation procedures with fall back contingency plans. Carries out agreed network maintenance tasks and specified operational configuration of network components. Establish and diagnose network problems/faults using the required troubleshooting methodology and tools. Uses network management software and tools to collect agreed performance and traffic statistics.

Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client. Uses standard procedures and diagnostic tools to test installations, correct problems, and document results. Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation. Contributes to the development of installation procedures and standards.

Uses approved tools and techniques for specific deployment activities. Administers the recording of activities, logging of results and documents technical activities undertaken. The Principal Technician (ICT Systems) will provide 24/7 Immediate On-Call Response to the Service Operations with technical AirC2 expertise and solutions at Level 2 support with ticket response and resolutions that will meet current operational needs and defined Key Performance Indicators (KPIs).

The Principal Technician (ICT Systems) will work as an on-site integrated member of the assigned service team, when not on 24/7 on-call duty for immediate ticket response and resolution. He will help with the design, development, test and on-site support of engineering changes to services, processes, organisation, operating model and other aspects.

Requirement: Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience. At least 3 years practical experience of implementation and maintenance of ICT end systems within a large organization. Good experience configuring hardware and software. Good understanding of ICT systems and the ability to work independently to solve problems. Hands-on experience troubleshooting technical issues and providing technical support to end-users.

ITIL foundation or advanced level training and certification.

Preferences: Hands-on experience on troubleshooting technical issues and providing technical support to end-users. Network configuration, debugging trouble shouting (TCP/IP, VPN, VLAN, firewall, DNS). Cybersecurity infrastructure understanding. Software development in java, C, C , python, scripting language. Hardware and software configuration of Server hosting platforms, custom disk configurations with specific storage controllers, RAID configuration, redundancy management.

Overall Strong analytical and problem-solving skills on: Remote server administration Log analysis Network tool usage (Wireshark).