ICT Support Engineer

* Drive end-to-end technical support for all users and branches, ensuring seamless IT operations and SLA compliance through the approved ticketing system. * Resolve complex technical issues, including hardware, software, network, and ERP problems, and manage user access and passwords to maintain operational continuity. * Lead the installation, maintenance, and support of devices, ensuring timely backup and replacement of devices when necessary, and verify toner stock levels regularly. * Architect and implement robust antivirus and MDM solutions to safeguard all user devices and data. * Deliver prompt support for organizational software and applications, including ERP, MFIS, HRIS, BAMS, Office 365, Email, and Microsoft Teams, ensuring minimal downtime and optimal productivity. * Manage user access, creating email accounts and configuring Teams for new staff, disabling access for resigned staff, and enforcing mandatory password changes every 180 days. * Coordinate with ISPs to resolve broadband and network-related issues, procure network devices, and replace faulty equipment to ensure uninterrupted internet connectivity. * Develop and submit device requirement reports, provide training on organizational software and apps, and conduct field visits to deliver live training and support. * Ensure data accuracy and compliance by updating branch geometric and operational data, managing official communication groups, and maintaining updated records of employee details, SIM information, user access data, and IT asset inventory. * Monitor and analyze internet quality, ensuring high-quality connectivity and prompt escalation of issues to the Team Leader as needed to maintain uninterrupted IT services. * Drive IT asset management, maintaining accurate inventory records and ensuring compliance with organizational IT policies and procedures.