ICT Support Engineer (Service Management Department) [NIE] Full-time

ICT Support Engineer

The ICT Support Engineer supports the IT Service Operations Manager in delivering ICT support to NIE stakeholders. The role diagnoses and resolves hardware, software and service issues, identifies root causes, and escalates to external vendors when required. The engineer also uses AI-driven diagnostic tools and ITSM platforms to improve resolution efficiency.

The role maintains knowledge of ICT infrastructure and works with service desk staff, technical teams, end users, and project managers to ensure smooth operations and a positive user experience.

Job Responsibilities

1. End-User Support and Service Delivery

• Act as the first point of contact for IT and AV issues and service requests, including monitoring and escalating AI service desk chatbot inquiries.
• Analyse and troubleshoot incidents and perform corrective and preventive maintenance.
• Provide IT/AV support for events, meetings, video conferences and lessons, including after-hours support when required.
• Deliver IT/AV services that meet user needs and satisfaction.
• Track task completion and ensure adherence to service level agreements (SLAs).

2. IT/AV Systems Maintenance and Operations

• Perform preventive and corrective maintenance of IT/AV systems in lecture theatres, classrooms, tutorial rooms, labs and meeting rooms.
• Assist in the evaluation, procurement and deployment of IT/AV equipment and solutions, including AI-enhanced hardware such as intelligent auto-framing cameras and AI noise-cancellation audio systems.
• Participate in IT/AV projects and initiatives to improve service efficiency and user experience.

3. Documentation and Knowledge Management

• Document incident resolutions, best practices and standard procedures in the internal Knowledge Base.
• Maintain technical documentation for IT/AV configurations and deployment guides, using generative AI tools where applicable.

4. Asset and Inventory Management

• Maintain IT/AV asset records and update asset databases.
• Conduct physical asset verification and report findings for audit reconciliation and compliance.

5. Security and Compliance

• Collaborate with the cybersecurity team to enhance endpoint security using AI-driven threat detection and endpoint response (EDR) systems.
• Ensure compliance with NIE IT security policies, relevant regulatory requirements and acceptable AI usage policies.

6. Business Continuity and Process Improvement

• Participate in IT Business Continuity and Disaster Recovery (BCDR) programmes.
• Contribute to service improvement through innovation, feedback and cross-functional projects.
• Identify opportunities to automate routine support tasks using AI, scripts and robotic process automation (RPA).

Requirements

1. Educational Background and Certifications

• A Polytechnic Diploma in Information & Communication Technology (ICT) or a related field, with strong knowledge of technology and systems supporting IT and AV infrastructure.
• ITIL Foundation certification and experience with ITIL best practices are preferred.

2. Experience and Technical Skills

• At least 2 years of experience in ICT support, with a proven track record in customer service and technical support.
• Familiarity with Generative AI assistants such as Microsoft Copilot and ChatGPT for troubleshooting, scripting and workflow automation.
• Solid knowledge of computer troubleshooting, networking, applications and operating systems, including Microsoft Windows, Microsoft Office, Macintosh OS and mobile devices.
• Knowledge of networking protocols and common software tools.
• Familiarity with audio/video equipment, including AV troubleshooting and setup for events, lessons and meetings.
• Ability to diagnose and resolve technical issues independently with minimal supervision.

3. Key Personal Attributes

• Proactive, self-motivated and resilient, with a strong sense of urgency and ability to work under pressure.
• Result-oriented and responsible, with the ability to meet deadlines and deliver work to a high standard.
• Collaborative team player with creativity, resourcefulness and strong problem-solving skills.
• Excellent written and verbal communication and interpersonal skills.

4. Innovation and Continuous Improvement

• Strong interest in new technologies, particularly AI and automation tools, to improve productivity and service efficiency.
• Ability to stay current with relevant technology trends and tools.
• Ability to collaborate with peers and technical teams across the organisation to resolve issues and implement solutions.

Closing Date The closing date of the advertisement is 4 September 2026. We regret that only shortlisted candidates will be notified.

Hiring Institution: NIE