Onsite ICT Support Technician – Service Delivery

NextGen | GTA: A Kelly Telecom Company

Lewisville (TX)

On-site

USD 40,000 - 60,000

Full time

10 days ago

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Job summary

NextGen | GTA: A Kelly Telecom Company seeks an ICT Support Technician in Lewisville, TX. The onsite role focuses on desktop support, installation, monitoring, and service delivery to meet user and business needs.

You will troubleshoot, coordinate with engineers and third-party providers, and maintain accurate documentation. Ideal candidates bring strong customer service orientation, ability to follow established procedures, and effective communication with cross-functional teams in a dynamic

Qualifications

Experience in ICT, IT support, technical support, or service delivery environments.
Experience installing, maintaining, monitoring, and supporting technical equipment and systems.
Strong troubleshooting and problem-solving skills.
Ability to understand and respond to user and business requirements.
Experience with engineers, project managers, and external service providers.
Strong customer service orientation and meeting customer expectations.
Ability to follow established procedures, instructions, and processes.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and priorities in a service delivery environment.
Adaptability to changes in technology, processes, and business requirements.
Strong communication and collaboration skills.

Responsibilities

Install and monitor cost-effective technical and maintenance activities within the Service Delivery environment.
Ensure technical solutions and support activities meet user requirements and business needs.
Monitor systems, equipment, and technical services to identify potential issues.
Troubleshoot and resolve technical problems and service-related issues.
Coordinate with engineers, line management, project management, and local facility management teams.
Work with ARP/ASP and other third-party providers to support technical services and resolve issues.
Coordinate with Asset Management teams to support hardware and technology asset activities.
Maintain accurate technical documentation and service records.
Support front-office activities, including phone and Outlook-based service requests.
Utilize ticketing and request tracking systems to document and manage support activities.
Support change and capacity management processes as required.
Review vendor agreements and documentation related to technical support and licensing.
Search and review hardware information using asset management tools.
Follow monitoring processes to ensure service availability and reliability.
Escalate technical issues and coordinate resolution with internal/external teams.
Support continuous improvement of technical service delivery processes.
Participate in agile working practices and use visual collaboration tools.