Intern: IT - CPT at eMedia Investments

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.

Requirements

• A National Diploma and/or Degree in Information Technology/ Computer Science and or Network Engineering