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Company: HRplus Software LLC

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Job Ref.:

Job Title: ICT Support Officer



Job Type: Permanent full-time

Job description:



The ICT Support Officer acts as the first point of contact to resolve Tier I technical issues for both internal and external customers.  The individual must have sound technical knowledge of IT administration and troubleshooting and must be a fast learner.  He/she must have experience working in a fast-paced environment and must work well under pressure and in a team environment.  The Officer will be required to interface and coordinate with database administrators, helpdesk and other team members on a daily basis to resolve client issues as required and must possess good project and time management skills as well as excellent customer service skills.


  • Tier I technical support for ICT issues, with escalation as required to resolve client concerns in the shortest possible time.
  • Maintain KPIs of 99% resolution rate for issues assigned in Helpdesk tickets and customer support requests.
  • Engage in continuous learning and researching of new functionality in our products, in conjunction with scheduled training sessions to be well- equipped to function in the role.
  • Resolve technical problems and answer queries in support of internal customer computer hardware, software, network, and desk phone system issues.  
  • Provide support for external and internal customer biometric devices.
  • Diagnose, identify, isolate and analyze problems utilizing historical database records.
  • Maintain and update ICT records, policies and other documentation.
  • Perform monitoring duties (Employees, IT Assets and Services).
  • Display outstanding customer service skills when interacting with internal and external customers.  
  • PC Administration and Maintenance.
  • Biometric Device Testing, Training, Installations and Configurations (training will be provided).
  • Must be willing to work flexible hours (24x7x365 on-call support and outside of normal working hours as required)


  • Minimum A+ and Network + certification.
  • CCNA would be an asset.
  • Must be able to work flexible hours and provide on-call services
  • Minimum of three (3) years working experience in an ICT Administration and Support environment.
  • Excellent customer interfacing, communication and inter-personal skills.
  • Strong analytical skills with good oral and written communication skills.
  • Possess strong values - integrity, honesty and confidentiality.

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