ICT Officer at Highlands Drinks Limited

The ICT Officer keeps the organization’s network, servers, business applications and digital services running securely and reliably, and provides first – and second-line technical support. The role covers ERP Support, systems administration, network infrastructure maintenance, cybersecurity, cloud services, business systems integration and reporting, spanning head office, depots and other business locations. The ICT Officer works cross departmentally to clear technology bottlenecks, such as slow SAP reporting at month-end or unreliable connectivity at remote sites, and to find where automation or better tooling can cut manual work.

Job description

Key Roles and Responsibilities

ICT Infrastructure Management

• Administer and maintain enterprise network infrastructure, including switches, routers, firewalls, wireless networks and VPN connectivity; troubleshoot issues such as DHCP failures and rogue DHCP servers.
• Manage Windows & Linux Server environments, including Active Directory, Group Policy, DNS, DHCP and File Services.
• Monitor infrastructure availability, performance and capacity against the uptime targets in this role’s KPIs.
• Manage cloud infrastructure and services.
• Coordinate & Conduct infrastructure upgrades, scheduled maintenance and disaster-recovery exercises.

Enterprise Systems Administration

• Administer Microsoft 365 services, including Exchange Online, SharePoint Online, Teams and Entra ID.
• Support SAP Business One and related integrations to keep core business processes running without interruption.
• Manage the user lifecycle: provisioning, role-based access, licensing and de-provisioning.
• Maintain system documentation, configurations, and standard operating procedures.
• Maintain and update the corporate website, including integration of third-party monitoring and user-experience tools.

Cybersecurity and Compliance

• Implement and maintain ICT security controls, policies, and best practices.
• Monitor security alerts, vulnerabilities, and endpoint protection solutions.
• Manage backups and disaster recovery procedures, including periodic restoration testing.
• Run routine patch management and software license audits across end-user devices.
• Conduct periodic ICT risk assessments and security audits.
• Ensure compliance with organizational ICT policies and applicable regulatory requirements.

Business Systems and Process Automation

• Design and implement workflow automation using Microsoft Power Platform (Power Apps, Power Automate, Power Pages) and other automation tools.
• Support integration between enterprise systems using APIs and middleware.
• Pilot new tools and technologies, for example AI-assisted automation or low-code platforms and build a business case before scaling anything company-wide.
• Participate in ICT projects from planning through implementation and post-implementation support.

ICT Service Management

• Provide first- and second-line technical support for ICT incidents and service requests.
• Resolve ICT issues within agreed service levels.
• Maintain the ICT asset inventory, software licensing records and configuration documentation.
• Run ITSM processes covering Incident, Problem, Change, and Asset Management.
• Prepare periodic ICT operational and performance reports.

Vendor and Contract Management

• Coordinate with ICT vendors on support, maintenance and procurement.
• Evaluate ICT products and services and give technical recommendations.
• Monitor vendor performance against agreed service levels.
• Participate in ICT budgeting and procurement planning.

Documentation and Knowledge Management

• Develop, Maintain technical documentation, network diagrams, and system architecture records.
• Maintain ICT policies, procedures, and user guides.
• Run user training and awareness sessions to reduce repeat support tickets.

Continuous Improvement

• Flag manual, repetitive business processes and automate them using Power Platform or scripting.
• Recommend infrastructure changes that reduce downtime risk or cut recurring support tickets.
• Track recurring incident patterns and fix root causes instead of repeating the same workaround.
• Contribute to the annual ICT roadmap.

Key Performance Indicators (KPIs)

Service Delivery

• ≥95% of ICT incidents resolved within agreed SLA.
• ≥90% user satisfaction rating.
• First response within an agreed SLA (e.g., 2 business hours) of a ticket being logged.

Infrastructure Availability

• ≥99.5% network and server uptime.
• 100% of scheduled backups are completed successfully.
• Recovery tests completed on schedule, with results documented.

Cybersecurity

• Critical vulnerabilities remediated within an agreed SLA (e.g., 7 days for critical, 30 days for high).
• Endpoint compliance maintained above an agreed threshold (e.g., 95%).
• Zero major security incidents attributable to preventable ICT failures.

Business Improvement

• At least three approved ICT improvement or automation initiatives are delivered annually.
• Approved ICT projects delivered within scope, budget and agreed timeline.
• A measurable year-on-year increase in adoption of deployed digital tools (Power BI, Power Platform apps) across departments.
• Training users on new technology adoption and existing system use.

Asset and Compliance

• Hardware and Software management, License management, Repairs and Maintain ace
• 100% ICT asset inventory accuracy, verified at each audit.
• Full software license compliance is maintained.
• ICT documentation reviewed and updated on a set cycle (e.g., every 6 months).

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• Professional certifications (Microsoft, Cisco, VMware, ITIL, CompTIA Security+, Azure, or equivalent) are an advantage.
• Minimum three years’ experience supporting enterprise ICT environments, ideally in a fast-paced, multi-site organization.

Technical Competencies

• ICT Infrastructure and Network Administration
• Microsoft 365 Administration
• Active Directory and Identity Management
• Cybersecurity and Endpoint Protection
• Backup and Disaster Recovery
• Cloud Technologies
• Business Systems Integration (APIs, middleware)
• Power Platform (Power Apps, Power Automate, Power Pages)
• Power BI and Data Analytics
• IT Service Management (ITIL)
• Vendor Management
• Technical Documentation
• Project Management
• SQL Query Development
• Programming (Web & Mobile Development – React, Next JS, Python, PHP, Flutter, Git)
• IP Telephony (3CX)
• OSTicket – Support Ticketing

Behavioral Competencies

• Analytical Thinking: breaks problems down to root cause rather than treating symptoms.
• Innovation mindset: Solve problems and automate processes, within limited resources.
• Customer Focus: treats internal users’ downtime as urgent, not routine.
• Ownership and Accountability see issues through resolution without needing to be chased.
• Communication: explains technical issues in plain language to non-technical staff.
• Adaptability: reprioritizes calmly when urgent incidents interrupt planned work.
• Integrity: handles sensitive company and user data responsibly.

Authority

The ICT Officer is authorized to:

• Administer assigned ICT systems and infrastructure.
• Implement approved ICT changes in accordance with change management procedures.
• Coordinate ICT vendors for technical support.
• Enforce ICT policies and security standards.