ICT Support Engineer Onboarding Checklist

ICT Support Engineer Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new ICT Support Engineer starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Technology onboarding experience or just need an onboarding checklist for your new ICT Support Engineer, you’re in the right place. We’ve put together a sample ICT Support Engineer onboarding checklist below and have created onboarding templates & resources to help.

ICT Support Engineer Onboarding Checklist

1. Introduction to company policies and procedures: The ICT Support Engineer should be provided with a comprehensive overview of the company’s policies and procedures, including code of conduct, IT security protocols, and data protection guidelines. This task is typically performed by the HR department or a designated onboarding specialist.

2. Familiarization with company infrastructure: The new ICT Support Engineer should be given a tour of the company’s physical infrastructure, including server rooms, networking equipment, and data centers. This task is usually performed by a senior member of the IT department or a designated infrastructure manager.

3. Introduction to the IT team: The ICT Support Engineer should be introduced to the members of the IT team, including their roles and responsibilities. This task is typically performed by the IT manager or team lead.

4. Review of existing systems and technologies: The new ICT Support Engineer should be provided with an overview of the company’s existing systems and technologies, such as hardware, software, and network infrastructure. This task is usually performed by the IT manager or a designated systems administrator.

5. Training on company-specific software and tools: The ICT Support Engineer should receive training on any company-specific software and tools that are used for IT support and troubleshooting. This task is typically performed by a designated trainer or a senior member of the IT team.

6. Introduction to ticketing and incident management systems: The new ICT Support Engineer should be trained on the company’s ticketing and incident management systems, including how to log, prioritize, and resolve support requests. This task is usually performed by a designated trainer or a senior member of the IT team.

7. Familiarization with company’s service level agreements (SLAs): The ICT Support Engineer should be provided with an understanding of the company’s SLAs, including response times, escalation procedures, and customer satisfaction metrics. This task is typically performed by the IT manager or a designated service delivery manager.

8. Shadowing experienced ICT Support Engineers: The new ICT Support Engineer should have the opportunity to shadow experienced colleagues to observe and learn best practices in providing IT support. This task is usually coordinated by the IT manager or team lead.

9. Introduction to company’s internal communication tools: The ICT Support Engineer should be trained on the company’s internal communication tools, such as email, instant messaging platforms, and project management software. This task is typically performed by the IT manager or a designated trainer.

10. Review of company’s disaster recovery and business continuity plans: The new ICT Support Engineer should be provided with an overview of the company’s disaster recovery and business continuity plans, including backup procedures, data restoration processes, and emergency response protocols. This task is usually performed by the IT manager or a designated IT security specialist.

11. Introduction to company’s change management processes: The ICT Support Engineer should be trained on the company’s change management processes, including how changes to IT systems and infrastructure are planned, tested, and implemented. This task is typically performed by the IT manager or a designated change management specialist.

12. Review of company’s IT documentation and knowledge base: The new ICT Support Engineer should be given access to the company’s IT documentation and knowledge base, which contains information on common issues, troubleshooting guides, and best practices. This task is usually performed by the IT manager or a designated knowledge management specialist.

13. Introduction to company’s IT vendor relationships: The ICT Support Engineer should be introduced to the company’s IT vendors and suppliers, including their roles, contact information, and service level agreements. This task is typically performed by the IT manager or a designated procurement specialist.

14. Training on company’s remote support tools and procedures: The new ICT Support Engineer should receive training on the company’s remote support tools and procedures, which are used to assist users remotely. This task is usually performed by a designated trainer or a senior member of the IT team.

15. Introduction to company’s IT security policies and procedures: The ICT Support Engineer should be trained on the company’s IT security policies and procedures, including password management, access control, and incident response protocols. This task is typically performed by the IT manager or a designated IT security specialist.

16. Review of company’s IT budget and procurement processes: The new ICT Support Engineer should be provided with an overview of the company’s IT budget and procurement processes, including how IT assets and services are budgeted, approved, and acquired. This task is usually performed by the IT manager or a designated procurement specialist.

17. Introduction to company’s IT governance framework: The ICT Support Engineer should be trained on the company’s IT governance framework, including how IT decisions are made, monitored, and controlled. This task is typically performed by the IT manager or a designated IT governance specialist.

18. Review of company’s IT asset management processes: The new ICT Support Engineer should be provided with an understanding of the company’s IT asset management processes, including how IT assets are tracked, maintained, and retired. This task is usually performed by the IT manager or a designated asset management specialist.

19. Introduction to company’s IT training and development opportunities: The ICT Support Engineer should be informed about the company’s IT training and development opportunities, including certifications, workshops, and conferences. This task is typically performed by the HR department or a designated training coordinator.

20. Performance review and goal setting: The new ICT Support Engineer should have a performance review meeting with their supervisor to discuss expectations, set goals, and establish a plan for professional growth. This task is typically performed by the IT manager or a designated performance management specialist

Setting Up Your Employee Onboarding Process

From reading through the items in the example ICT Support Engineer checklist above, you’ll now have an idea of how you can apply best practices to getting your new ICT Support Engineer up to speed and working well in your Technology team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.