ICT Support Technician-Lewisville,TX

About the Role

Our client is seeking an ICT Support Technician to join their Service Delivery environment in Lewisville, TX. This role focuses on supporting technical and maintenance activities, installing and monitoring technology solutions, and ensuring services meet both user requirements and business needs. The ideal candidate will be a customer-focused technical professional who can work effectively with engineers, project managers, facility teams, asset management, and third-party providers. This position requires strong technical troubleshooting skills, attention to detail, the ability to follow established processes, and the flexibility to adapt to changing business and technology requirements.

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 appropriate asset management tools
• Follow established monitoring processes and procedures to ensure service availability and reliability
• Escalate technical issues appropriately and coordinate resolution with internal and external technical teams
• Support continuous improvement of technical service delivery processes
• Participate in agile working practices and use visual collaboration tools as needed
• Ensure work is completed efficiently while maintaining a high level of customer service

Required Skills & Experience

• 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 working with technical teams, engineers, project managers, and external service providers
• Strong customer service orientation with a focus on meeting customer expectations
• Ability to follow established technical procedures, instructions, and processes
• Strong organizational skills and attention to detail
• Ability to manage multiple tasks and priorities in a service delivery environment
• Ability to adapt and respond effectively to changes in technology, processes, and business requirements
• Strong communication and collaboration skills

Desired Skills & Experience

• Experience working in a telecommunications, technology, infrastructure, or enterprise IT environment
• Familiarity with technical monitoring tools and service management processes
• Experience working with asset management systems and hardware inventories
• Experience supporting third-party vendors and service providers
• Familiarity with ticketing, request tracking, and change management processes
• Experience with agile ways of working and visual collaboration tools
• Experience working with technical documentation and vendor agreements
• Knowledge of hardware installation, maintenance, and troubleshooting
• Experience supporting enterprise users in a customer-facing technical role

Tech Breakdown

• 30% Technical Support, Installation & Maintenance
• 20% System & Infrastructure Monitoring
• 15% Troubleshooting & Issue Resolution
• 10% Service Management & Ticketing
• 10% Asset Management & Hardware Support
• 10% Vendor / Cross-Functional Coordination
• 5% Documentation & Process Improvement

Daily Responsibilities

• 40% Hands-On Technical Support & Maintenance
• 20% Monitoring & Troubleshooting
• 15% User / Customer Support
• 10% Ticketing, Requests & Documentation
• 10% Team / Vendor Coordination
• 5% Process Improvement & Administrative Activities

Key Tools & Resources

• EriDoc – Document Management
• Snitcher GORDON
• Microsoft Lync
• Microsoft Outlook
• Front Office Support Phone
• Change and Capacity Manager (CCM)
• Request Tracker (RTT)
• SAM Web
• Vendor Agreement and Licensing Documentation
• Visual Collaboration Tools
• Technical Monitoring Tools and Processes

Behavioral Competencies

• Delivering Results: Consistently meets objectives and customer expectations
• Applying Expertise & Technology: Uses technical knowledge and available tools effectively to solve problems
• Following Instructions & Procedures: Works within established processes, standards, and guidelines
• Adapting & Responding to Change: Remains flexible and effective as technology, processes, and business requirements evolve