IT Systems & Infrastructure Support Officer

This role involves providing daily IT support to Tasdeeq users, offices, and customers, while assisting the IT infrastructure team with administration and troubleshooting across Windows, Linux, networking, VPN, servers, and basic infrastructure components. The position demands strong problem-solving skills and the ability to address user and infrastructure issues efficiently within established timelines.

Key Responsibilities

End-User & Windows Support: Deliver first and second-level IT support to users and offices, resolving issues related to Windows operating systems, desktops, laptops, printers, and applications. Configure and maintain user workstations and IT peripherals, manage user accounts and access, and handle basic Microsoft 365 and Entra ID tasks. Troubleshoot network connectivity issues including LAN and Wi-Fi.

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

Network & VPN Support: Troubleshoot LAN/WAN and network connectivity problems. Support VPN users and resolve VPN connectivity issues. Conduct basic firewall and network troubleshooting under supervision and collaborate with network and security teams on complex incidents.

Customer/Business Application Support: Provide IT support for customers and users related to 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 & Data Protection: Execute assigned email and OneDrive backup activities, monitor backup jobs, and report any failures. Assist with data recovery and restoration when necessary, while maintaining backup documentation.

IT Operations: Monitor assigned infrastructure and services, maintain IT asset and support records, and adhere to IT change, incident, and escalation procedures. Maintain technical documentation and troubleshooting guides. Participate in after-hours or on-call support as required and perform additional IT infrastructure or support tasks as directed by the Head of IT & Infrastructure.

Required Qualifications

- Bachelor’s degree in Computer Science, IT, or a related field
- 2 to 4 years of hands-on IT support or system administration experience
- Practical experience troubleshooting Windows environments and networking
- Experience with Linux/RHEL preferred; proficiency may be evaluated 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 troubleshooting techniques

Preferred Qualifications

- Basic knowledge of web servers such as Nginx or Apache
- Familiarity with virtualization technologies like VMware or Hyper-V
- Basic Linux shell scripting and Bash knowledge
- Understanding of firewall concepts
- Knowledge of backup technologies
- ITIL knowledge or certification is considered an advantage

This position offers the opportunity to work in a dynamic IT environment supporting diverse infrastructure and user needs, with exposure to both Windows and Linux systems, networking, and customer-facing IT services. Candidates with a proactive approach to problem-solving and a willingness to participate in on-call support will find this role rewarding.