ICT Support Engineer Performance Review Template

ICT Support Engineer Performance Review Example

Are you looking for help setting up a performance review checklist so that when you have your HR review meeting with your ICT Support Engineer, you can ensure you’re covering all the best practice areas? In the outline below, we give an outline of each section of the performance review template with tips, including employee information, performance summary, KPAs for your ICT Support Engineer, goal achievement, strengths and accomplishments, areas for improvement, performance review comments, a development plan and more.

Employee Information

Basic details such as name, job title (ICT Support Engineer), department, review period, and reviewer’s name. This sets the context and ensures accurate documentation.

Performance Summary

In the Performance Summary section for an ICT Support Engineer, it is essential to highlight the employee’s proficiency in troubleshooting and resolving technical issues, which significantly contributes to maintaining operational efficiency. The summary should acknowledge their adeptness in managing support tickets, ensuring timely and effective solutions, and their role in enhancing user satisfaction. It should also reflect on their ability to adapt to new technologies and tools, demonstrating continuous learning and improvement. Additionally, the summary should mention their collaboration with team members and other departments, which fosters a cohesive work environment. Recognizing their contributions to process improvements and documentation can further underscore their impact on the organization. Overall, the summary should encapsulate their technical expertise, problem-solving skills, and commitment to supporting the organization’s technological infrastructure.

Key Performance Areas (KPAs)

In a performance review for an ICT Support Engineer in the technology industry, the Key Performance Areas should encompass several critical aspects. Technical Skills are paramount, assessing the engineer’s proficiency in troubleshooting, system maintenance, and software support. Productivity and Efficiency should evaluate how effectively the engineer manages time and resources to resolve issues promptly. Collaboration and Communication are essential, focusing on the engineer’s ability to work with team members and communicate solutions clearly to non-technical stakeholders. Quality of Work should be assessed by examining the accuracy and thoroughness of the engineer’s problem-solving and documentation. These KPAs provide a comprehensive evaluation of the engineer’s role-specific competencies, ensuring they meet the job requirements and contribute effectively to the organization’s goals.

Goal Achievement

In the Goal Achievement section of a performance review for an ICT Support Engineer in the technology industry, it is important to assess the progress made toward previously established objectives. This evaluation should consider the engineer’s ability to resolve technical issues efficiently, their contribution to maintaining system uptime, and their effectiveness in implementing new technologies or processes. Additionally, it should highlight their success in meeting response time targets and customer satisfaction goals. The review should also identify areas where the engineer excelled, such as innovative problem-solving or proactive system improvements, and areas needing improvement, like communication skills or technical knowledge. This assessment helps determine the engineer’s overall effectiveness and identifies where additional training or resources may be required to enhance performance and support future goal attainment.

Strengths and Accomplishments

In the Strengths and Accomplishments section of a performance review for an ICT Support Engineer in the technology industry, it is essential to highlight the engineer’s technical proficiency and problem-solving skills, which are crucial for diagnosing and resolving complex IT issues efficiently. Emphasize their ability to manage and prioritize multiple support requests, ensuring minimal downtime and maintaining high customer satisfaction. Recognize their contributions to improving system performance and implementing innovative solutions that enhance operational efficiency. Acknowledge their role in mentoring junior team members and sharing knowledge to foster a collaborative team environment. Additionally, highlight any certifications or training completed that demonstrate a commitment to professional development. Celebrating these achievements not only validates the engineer’s contributions but also encourages continued excellence and growth in their role.

Areas for Improvement

In the Areas for Improvement section of a performance review for an ICT Support Engineer, it is important to focus on enhancing both technical and interpersonal skills. Constructive feedback might highlight the need for deeper expertise in emerging technologies or more efficient troubleshooting techniques to reduce resolution times. Additionally, improving communication skills can be beneficial, particularly in translating complex technical issues into understandable terms for non-technical stakeholders. Providing specific examples, such as instances where clearer communication could have prevented misunderstandings, can offer actionable insights. Encouraging the engineer to pursue relevant certifications or training can also support their professional growth. The goal is to foster development by identifying areas where the engineer can expand their skill set, ultimately enhancing their effectiveness and career progression.

Development Plan and Goals for the Next Period

In the Development Plan and Goals for the Next Period section of a performance review for an ICT Support Engineer in the technology industry, it is essential to outline goals that enhance both technical skills and customer service capabilities. The plan should include objectives such as obtaining relevant certifications to deepen expertise in emerging technologies and participating in advanced training sessions to improve troubleshooting efficiency. Additionally, setting SMART goals like reducing average ticket resolution time by 20% over the next six months can drive performance improvements. Encouraging mentorship opportunities with senior engineers can also foster professional growth and knowledge sharing. These goals should align with the organization’s objectives, such as improving customer satisfaction and operational efficiency, ensuring the engineer’s development contributes to broader company success.

Rating Scale

A rating scale (e.g., 1-5 or “Needs Improvement” to “Exceeds Expectations”) standardizes feedback and makes performance levels more understandable.

Employee Comments

A space for your ICT Support Engineer employee to share their thoughts, feedback, or concerns about their review. This encourages dialogue and helps employees feel engaged in the process.

Signatures and Date

Signatures from both the ICT Support Engineer employee and reviewer indicate that the review was discussed and agreed upon, making it official and fostering accountability.

Building your ICT Support Engineer Performance Review template

From reading through the items in the example ICT Support Engineer checklist template above, you’ll now have an idea of how you can apply best practices to running ICT Support Engineer performance review meetings. Need help getting started? Scroll up to get a template that will save you hours of time.