ICT Technician

JOB TITLE:          ICT Technician (Digital Skills, Telecommunications & Cyber Security)

TEAM:                       Operations and Facilities Directorate

REPORTS TO:           Director of Operations and Facilities

JOB PURPOSE:         

To provide comprehensive on-island ICT and telecommunications support across all AIG departments and Two Boats School, playing a key role in supporting AIG’s transition to a cloud-based infrastructure and modern digital working practices. The role acts as the local hands-on technical presence supporting users, devices and systems on-island, manage front-facing telecommunications services, as well as delivering digital skills development, and contributing to cyber security resilience in line with AIG policies.

MAIN DUTIES:

1.     Act as the on-island hands-on technical presence for AIG’s external ICT service partner, completing practical tasks that require physical access and supporting remote engineers by providing timely escalation and feedback.

2.     Provide first-line ICT support to AIG departments and school, resolving day-to-day issues with devices, connectivity, Microsoft 365, printers, Wi-Fi and access.

3.     Support the migration and ongoing use of cloud-based platforms (including Microsoft 365, Teams, SharePoint, OneDrive), helping staff adjust to new digital workflows.

4.     Configure, deploy and maintain end-user devices, including device enrolment (Intune), updates, security compliance checks and basic system configuration.

5.     Maintain accurate ICT asset and stock records, including tracking equipment, auditing, and flagging procurement needs to ensure service continuity.

6.     Support AIG’s customer-facing telecommunications services, including SIM and eSIM administration, device setup, activation, troubleshooting, and service processes, and act as the technical liaison with our provider’s online systems.

7.     Keep accurate telecom service logs, incident records, stock usage and customer interaction notes, escalating issues appropriately.

8.     Deliver learning sessions and one-to-one support to build digital confidence across government, and produce simple user guidance tailored to different skill levels.

9.     Promote cyber security awareness and good practice, support Home Office cyber-security programmes, and assist with enforcement of controls such as MFA, permissions, device compliance and safe system use.

10.  Act as a local point of contact for ICT and cyber-security concerns, and contribute to continuous improvement of ICT services, telecommunications support and digital capability across AIG.