IT Systems & Infrastructure Support Officer

This role involves providing daily IT support to users, offices, and customers while assisting the IT infrastructure team with Windows, Linux, networking, VPN, server, and basic infrastructure administration. The ideal candidate will possess strong troubleshooting skills and be capable of resolving user and infrastructure issues efficiently within set timelines. This position requires hands-on involvement in supporting both end-user environments and backend systems to ensure smooth IT operations.

Key Responsibilities

End-User and Windows Support: Deliver first and second-level IT support to users and offices, troubleshooting issues related to Windows OS, desktops, laptops, printers, and applications. Configure and maintain user workstations and IT peripherals. Manage user accounts, access rights, and perform basic Microsoft 365 and Entra ID tasks. Address network connectivity problems including LAN and Wi-Fi issues.

Linux and Server Support: Provide basic administration and troubleshooting for RHEL/Linux servers. Manage Linux users, groups, permissions, and SSH access. Monitor server performance metrics such as CPU, memory, disk, and filesystem utilization. Troubleshoot Linux services and application connectivity, review system logs, and assist senior administrators with Linux-related incidents. Conduct routine server health checks and operational tasks.

Network and VPN Support: Troubleshoot LAN/WAN and general network connectivity issues. Support VPN users by resolving connectivity problems. Perform basic firewall and network troubleshooting under guidance from the infrastructure team. Collaborate with network and security teams for complex incident resolution.

Customer and Business Application Support: Offer IT support to customers and users for VPN and other assigned IT services. Support FTP/SFTP connectivity and configuration, troubleshoot access and connectivity issues, and escalate application or infrastructure problems to the appropriate technical teams.

Backup and Data Protection: Execute assigned email and OneDrive backup activities. Monitor backup jobs and report any failures. Assist with data recovery and restoration when necessary. Maintain accurate backup-related documentation.

IT Operations: Monitor assigned infrastructure and services to ensure optimal performance. Maintain IT asset inventories and support records. Follow established IT change management, incident handling, and escalation procedures. Keep technical documentation and troubleshooting guides up to date. Participate in after-hours or on-call support as required. Perform additional IT infrastructure and support tasks as assigned by the Head of IT & Infrastructure.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 2 to 4 years of hands-on experience in IT support or system administration.
- Practical experience troubleshooting Windows environments and networking issues.
- Experience with Linux/RHEL systems is preferred and may be assessed during the technical interview.
- Strong knowledge of Windows, Linux/RHEL, networking protocols (TCP/IP, DNS, DHCP), VPN, SSH, SFTP/FTP, Microsoft 365, Entra ID, and general troubleshooting.

Preferred Qualifications

- Basic understanding of web servers such as Nginx or Apache.
- Familiarity with virtualization technologies like VMware or Hyper-V.
- Basic proficiency in Linux shell scripting (Bash).
- Foundational knowledge of firewall technologies.
- Awareness of backup technologies and procedures.
- ITIL knowledge or certification is considered an advantage.

This position offers the opportunity to work in a dynamic IT environment, supporting a diverse range of technologies and users. The role requires a proactive approach to problem-solving and collaboration with various teams to maintain and enhance IT infrastructure and services.