KEY EXPECTATIONS AND DELIVERABLES OF THE ROLE
The Purpose of the Role
The Intern in the role is required to support the Information Technology department in maintaining, monitoring, and supporting the organisation's ICT infrastructure and end-user computing environment.
Key Deliverables
Deliverables
Specific Tasks and Outcomes
End User Support
Assisting with configuring, imaging, deploying, and replacing laptops, desktops, and other end-user devices.
Installing, configuring, and troubleshooting approved software applications.
Providing basic support for printers, scanners, peripherals, and related hardware.
Assisting users with password resets, account access, and basic troubleshooting requests.
Recording support requests accurately and maintain complete ticket information within the service management system.
Performing routine troubleshooting to resolve common hardware and software issues.
Escalating unresolved or complex incidents to senior team members in accordance with established procedures.
Microsoft Environment
Assisting with the administration of Microsoft 365 user accounts and licences.
Supporting the creation, modification, and removal of user accounts and distribution groups.
Assisting with mailbox administration and Microsoft Teams support.
Monitoring the operational status of Microsoft cloud services and report identified issues.
Assisting senior team members with maintaining Microsoft 365 security and compliance settings.
Supporting documentation relating to Microsoft 365 administration activities.
Server Administration
Assisting with monitoring the health and availability of Windows servers.
Supporting routine server maintenance activities under supervision.
Assisting with user account administration within server environments.
Monitoring storage capacity and report potential infrastructure concerns.
Assisting with backup verification and restoration testing activities.
Maintaining accurate documentation relating to server configurations and maintenance activities.
Virtualisation
Assisting with monitoring VMware virtual machines and infrastructure performance.
Supporting the deployment and configuration of new virtual machines under supervision.
Monitoring virtual machine availability and report performance concerns.
Assisting with resource allocation and routine virtual infrastructure maintenance.
Participating in testing and evaluating future virtualisation technologies adopted by the organisation.
Maintaining documentation relating to virtual infrastructure environments.
Networking
Assisting with monitoring the availability and performance of network infrastructure.
Supporting the installation, configuration, and troubleshooting of network devices under supervision.
Assisting with basic switch, wireless access point, and firewall administration.
Performing basic network connectivity troubleshooting for end users.
Assisting with documenting network configurations and infrastructure changes.
Escalating complex networking issues to senior infrastructure personnel.
Security Operations
Assisting with monitoring endpoint security and antivirus solutions.
Supporting routine security monitoring activities and report suspicious events.
Assisting with reviewing security alerts under the guidance of senior team members.
Supporting vulnerability assessments and remediation activities where required.
Assisting with maintaining user access controls and security permissions.
Promoting cybersecurity awareness by encouraging users to follow organisational security policies and procedures.
Asset Management
Assisting with recording, labelling, and tracking IT hardware and software assets.
Updating asset registers with accurate deployment and inventory information.
Supporting the allocation and recovery of IT equipment.
Participating in periodic asset verification and stock-taking exercises.
Assisting with maintaining warranty, licensing, and equipment records.
Reporting damaged, obsolete, or missing equipment to senior team members.
Stakeholder Liaison
Providing courteous, professional, and timely assistance to users requesting IT support.
Keeping users informed regarding the progress of logged support requests.
Escalating incidents that cannot be resolved within expected timeframes, together with relevant technical information and diagnostic findings.
Providing meaningful troubleshooting information to assist senior team members with incident resolution.
Following up with users to confirm successful resolution of support requests.
Contributing to maintaining high levels of customer service throughout all support interactions.
Stakeholder Engagement
Developing effective working relationships with employees across all business areas.
Demonstrating professionalism, confidentiality, and accountability in all interactions.
Collaborating with IT team members to achieve departmental objectives.
Participating in team meetings and contribute ideas for improving IT services.
Supporting departmental projects and initiatives as assigned.
Promoting a positive customer-focused approach when engaging with stakeholders.
Personal Development
Participating actively in all assigned training, mentoring, and coaching opportunities.
Developing practical knowledge across systems administration, networking, cloud technologies, cybersecurity, and infrastructure support.
Completing assigned learning activities and demonstrate the application of newly acquired knowledge.
Remaining informed of emerging technologies, industry trends, and best practices relevant to the role.
Seeking regular feedback from supervisors and implementing agreed development actions.
Demonstrating initiative, accountability, professionalism, and a willingness to continuously learn.
Performance Measures
Key Performance Indicators
Performance Criteria
End User Support
End-user devices are configured and deployed accurately in accordance with organisational standards.
Software installations and configurations are completed correctly and within agreed timeframes.
First-line support requests are resolved effectively or escalated appropriately.
Support tickets are updated with accurate troubleshooting notes and resolution details.
Hardware and peripheral issues are diagnosed and addressed in a professional manner.
Users receive timely communication regarding the progress and resolution of support requests.
Microsoft Environment
Microsoft 365 user accounts, licences, and groups are administered accurately.
User access requests are completed within agreed service levels.
Microsoft Teams and Exchange Online support requests are attended to promptly.
Routine Microsoft 365 administration tasks are completed with minimal supervision.
Administration activities are documented accurately and maintained.
Server Administration
Routine server administration tasks are completed accurately under supervision.
Server monitoring activities are conducted consistently and reported appropriately.
Backup verification activities are completed according to departmental procedures.
Server-related documentation is maintained accurately and kept up to date.
Potential server issues are identified and escalated promptly.
Virtualisation
Virtual machines are deployed and configured according to established procedures.
VMware infrastructure is monitored regularly and abnormalities are reported.
Virtual infrastructure documentation is maintained accurately.
Routine virtualisation support tasks are completed under supervision.
Recommendations for improving virtual environment performance are communicated where appropriate.
Networking
Basic network support requests are resolved or escalated within agreed timeframes.
Network devices are configured or maintained under supervision in accordance with standards.
Network monitoring activities are completed consistently.
Connectivity issues are investigated and documented accurately.
Network configuration records remain current and accurate.
Security Operations
Endpoint security monitoring activities are completed consistently.
Security incidents and suspicious activities are reported immediately.
User access administration is completed accurately and in accordance with approved requests.
Security procedures and organisational policies are adhered to at all times.
Assigned cybersecurity tasks are completed within agreed timeframes.
Asset Management
IT assets are recorded accurately within the asset management system.
Asset allocation and recovery records remain complete and up to date.
Asset audits are completed accurately and within scheduled timeframes.
Equipment discrepancies are identified and reported promptly.
Software licensing information is maintained accurately.
Stakeholder Liaison
Support requests are acknowledged and responded to professionally.
Users receive regular updates regarding outstanding support requests.
Unresolved incidents are escalated with sufficient diagnostic information.
Positive working relationships are maintained with internal stakeholders.
Communication with users reflects professionalism and customer service excellence.
Stakeholder Engagement
Effective working relationships are established with colleagues and business stakeholders.
Assigned team projects and departmental initiatives are supported successfully.
Feedback is received positively and incorporated into daily performance.
Collaboration contributes to achieving departmental objectives.
Professional conduct is consistently demonstrated during stakeholder interactions.
Personal Development
Assigned training programmes and learning activities are completed successfully.
Technical knowledge and practical skills demonstrate continuous improvement.
Feedback from supervisors is implemented to improve performance.
New technologies and best practices are actively explored and applied where appropriate.
Initiative, accountability, and professionalism are consistently demonstrated throughout the internship.
Development objectives agreed with the supervisor are achieved within the internship programme.
A National Diploma and/or Degree in Information Technology, Computer Science or Network Engineering
