ICT Support & Infrastructure Technician

Richfield is seeking a proactive, experienced, and customer-focused ICT Support Infrastructure Technician to provide first and second-line technical support to employees and students across Richfield and Growth Ten. The successful candidate will be responsible for the installation, configuration, maintenance, and support of desktop computers, laptops, computer laboratories, printers, classroom technology, network infrastructure, and Microsoft 365 services. The role is critical in ensuring reliable, secure, and efficient ICT operations across all campuses while delivering excellent technical support, troubleshooting complex issues, maintaining ICT assets, and contributing to the continuous improvement of the institution's technology environment.

Key Performance Areas (but not limited to):

· Provide first and second-line ICT support to employees and students across Richfield and Growth-Ten.

· Deliver onsite and remote ICT support across campuses and business units.

· Install, configure and maintain Windows workstations, laptops and peripheral devices.

· Manage and support computer laboratories, ensuring all lab equipment, software images, printers and teaching applications are fully operational and available for classes and examinations.

· Prepare, configure and refresh computer laboratories before each academic intake and examination period.

· Troubleshoot laboratory hardware, software, network connectivity and student login issues.

· Support Microsoft 365 including Outlook, Teams, OneDrive and SharePoint.

· Assist with Microsoft Entra ID, MFA, Intune and Windows Autopilot.

· Support classroom technology including projectors, interactive displays, AV equipment and hybrid teaching facilities.

· Provide support for Moodle, online assessments and examination environments.

· Maintain ICT asset registers and coordinate repairs and warranties.

· Support LAN, Wi-Fi, switches, printers and endpoint security.

· Maintain documentation and participate in after-hours maintenance, registrations and examinations.

· Travel between campuses as operational requirements dictate.

Key Performance Indicators

· Maintain high availability of computer laboratories.

· Ensure all laboratories are ready for teaching and examinations.

· Meet ICT support SLAs.

· Maintain accurate ICT asset records.

· Deliver excellent customer service.

Minimum Requirements and Experience

· Diploma or Degree in Information Technology or related field.

· CompTIA A+ preferred.

· Microsoft or networking certifications advantageous.

· Experience supporting Microsoft 365 and Windows environments.

· Experience supporting computer laboratories or higher education environments is advantageous

Work Location: In person