Candidate Profile

Summary: The role is responsible for assisting end-users in the support, use, and configuration of company desktops, laptops, printers, copiers, bvvk kits, display Screens and remote access to company applications and network resources. MAIN DUTIES AND RESPONSIBILITIES; • Receive and record incoming incident calls, service requests, and solutions into the incident management system. • Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets. • Gather troubleshooting and problem resolution information from other teams and documents information in the appropriate department databases. • Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, servers, DNS and DHCP. • Ensures day-to-day Network requirements are met, including but not limited to user account management, internet access, LAN, WAN, VPN and security management • Support day-to-day hardware/software requirements for networks, servers, desktops, laptops and office applications • Administer backup and restore systems ensuring successful completion of all backup jobs • Document and maintain records of all technology assets, procedures, and processes for the company’s technology infrastructure. • Configuring firewalls, routing and switching to maximize network efficiency and security. • Implement daily operation and change of network system, server system and application system as required, including system deployment, daily operation and maintenance, upgrade and change. • Responsible for the maintenance and monitoring of the LAN and WAN of the company to ensure stable operation during work time. • Responsible for the maintenance of the company's internal information system, and provide software and hardware technical support to other departments. • Maximize network performance by vigorous monitoring, troubleshooting network problems and outages, scheduling upgrades and collaborating with internal and external parties involved. • Ensure system infrastructure is operating efficiently by monitoring and maintaining servers, workstations, and peripherals and performing performance tuning, hardware upgrades, and resource optimization as required. • Setting up administrator and service accounts, reset passwords and configure access to servers and shared files, maintaining system documentation, tuning system performance, and installing software on servers and workstations. • Supporting Windows, applying system updates, conducting regular vulnerability scans, and troubleshooting any issues that arise. • Set up new desktop systems and configure laptops for incoming employees, loading required software and server permissions. • Participate and assist in the organization of ICT related training for the staff. • Ensure customers are informed about issue resolution progress and provide updated estimated time of resolution on ongoing basis

Summary: The role is responsible for monitoring, analyzing, installing, configuring, maintaining, and repairing network & wireless infrastructure and network-related application components. MAIN DUTIES AND RESPONSIBILITIES; • Monitor a wide variety of information and network systems that include, telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, servers, storage, backup, operating systems and core applications. • Responsible for implementing, and monitoring security measures to protect server, network, workstations, mobile devices and data. These include IPS, IDS and NAC. • Manage Active Directory privileges, access rights and computer environment using group policy. • Responsible for Installing, configuring and supporting network equipment including firewalls, routers, proxy servers, switches, WAN accelerators, DNS, DHCP and related software systems. • Deploy and maintain WAN, LAN, Wireless, and other telecom services such as MPLS, Voice and Video solutions and networks including servers, routers, switches, gateways and related hardware and ensure they meet user’s capacity, availability and reliability needs. • Troubleshoot escalated issues to identify and repair network issues for WAN, LAN, Voice, Video, Internet connections and end-user issues. • Respond to emergency network outages in accordance with business continuity and disaster recovery plans. • Perform regular security monitoring to identify any possible intrusions and resolve or escalate as required. • Ensure backups of all enterprise data are being performed in a timely manner and resolve any issues if required. • Install new software applications, firmware releases, evaluate and install patches and resolve software related problems. • Administration and maintenance of the remote monitoring and management system: respond to alerts, monitor dashboard, and periodic system review. • Establish networking environment by designing system configuration, directing system installation and defining, documenting and enforcing system standards design and implement new solutions and improve resilience of the current environment. • Maintains network performance by performing network monitoring, Firewall and VPN configuration and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor. • Secure network systems by defining different levels of network protocols and enforcing security policies within the various level of networks. • Support and administer firewall environments in line with established security policies. • Upgrade data network equipment to the latest stable firmware releases. • Provide technical input in reviewing architecture, policies and procedures to ensure that security, backup, fail-over, alerting and disaster recovery mechanisms are in place. • Participate in the daily operations, including Change Requests, Incident Investigation and Remediation, Troubleshooting, and Monitoring of Systems, Servers, Storage Services and Providing level 1 production support. • Maintaining and implementing security standards, policies and procedures • Monitoring and remediating security alerts in a timely manner • Maintaining inventory and library of associated materials for all IT equipment, processes, software licenses and procedures, and being responsible for updating and creating documentation when required.