Infrastructure Responsibilities:
- maintain all infrastructure systems (LAN, WAN, Internet, wireless, etc.).
- Manage and ensure sustainable Internet, VPN, and LAN connectivity.
- Conduct remote and on-call support as needed.
- Test server and network performance, providing reports and statistics.
- Research and recommend new technologies to improve infrastructure (at least one recommendation per quarter).
- Implement infrastructure security measures and ensure business continuity.
Technical Support Responsibilities:
- Respond to technical support requests in person, via phone, or electronically.
- Diagnose and resolve hardware and software issues.
- Use available resources to answer technical questions and advise on the appropriate course of action.
- Follow help desk procedures and log incidents in help desk software.
- Redirect problems to appropriate resources and escalate when necessary.
- Stay updated on system changes and software updates.
- Create and maintain user training programs to improve technical literacy.
- Report recurring technical issues to management and preparing activity reports.
Qualifications & Competencies:University degree in computer science, engineering, or related field.2-5 years of experience in IT infrastructure and technical support roles.Certifications in relevant areas such as [CCNA, MCSE, VMware].Strong understanding of service delivery and service level agreements.networking, Microsoft Windows Servers, VMware, and information security practices.Excellent troubleshooting skills for both hardware and software.Ability to work independently and under pressure.Strong interpersonal and communication skills, both verbal and written.