JOB PURPOSE

The role provides IT operations and helpdesk support by assisting in the maintenance of reliable IT infrastructure, ensuring the availability, security, and optimal performance of IT systems and business applications. It also delivers end-user support by resolving technical issues, managing service requests, and ensuring seamless business operations in alignment with agreed service levels and organizational objectives.

KEY RESPONSIBILITIES

1. IT Operations & Infrastructure Support

• Monitor and maintain IT systems, servers, storage, CCTV, access control, and network infrastructure
• Perform routine system checks to ensure service availability and optimal performance
• Provide support for LAN, WAN, wireless networks, and internet connectivity
• Troubleshoot and support printers, scanners, and other IT peripherals

2. User Support

• Provide desktop and remote support to end users
• Install, configure, and troubleshoot operating systems and business applications
• Support Microsoft 365, printing, Active Directory, and collaboration tool
• Manage user accounts, permissions, and access controls

3. Incidents & Service Request Management

• Log, categorize, and prioritize incidents and service requests
• Resolve or escalate issues in line with ITIL-aligned procedures and agreed SLAs

4. Security & Compliance

• Support implementation of cybersecurity controls
• Identify and escalate security incidents and policy deviations in line with procedures

5. Business Continuity & Disaster Recovery

• Support implementation and testing of disaster recovery and business continuity plans
• Participate in DR drills and system restoration exercises

6. IT Asset Administration

• Maintain accurate IT asset inventory and configuration records
• Ensure proper labeling, documentation, and lifecycle tracking of IT equipment

7. Continuous Improvement

• Actively participate in continuous improvement initiatives within the department and organization

8. Budget Support

• Provide input into departmental budget requirements, service costs, and planning activities

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Computer Science, Information Technology, or related discipline
• Certifications in Microsoft Certified (Windows / Microsoft 365 Fundamentals) or CompTIA A+
• Added advantage: CCNA, ITIL, Linux certification, or relevant practical exposure
• Membership with ICTAZ
• A Minimum of at least 2 years’ experience in a similar role

KEY COMPETENCIES

• Strong technical troubleshooting skills
• Good knowledge of virtualization and server operations
• Active Directory user administration
• Microsoft 365 administration and end-user support
• Exposure to Linux and storage administration
• Ability to work with minimal supervision
• Ability to multitask and prioritize tasks effectively
• Strong analytical and problem-solving skills
• Commitment to continuous learning and professional development
• High levels of integrity and accountability

• Monitor and maintain IT systems, servers, storage, CCTV, access control, and network infrastructure
• Perform routine system checks to ensure service availability and optimal performance
• Provide support for LAN, WAN, wireless networks, and internet connectivity
• Troubleshoot and support printers, scanners, and other IT peripherals
• Provide desktop and remote support to end users
• Install, configure, and troubleshoot operating systems and business applications
• Support Microsoft 365, printing, Active Directory, and collaboration tool
• Manage user accounts, permissions, and access controls
• Log, categorize, and prioritize incidents and service requests
• Resolve or escalate issues in line with ITIL-aligned procedures and agreed SLAs
• Support implementation of cybersecurity controls
• Identify and escalate security incidents and policy deviations in line with procedures
• Support implementation and testing of disaster recovery and business continuity plans
• Participate in DR drills and system restoration exercises
• Maintain accurate IT asset inventory and configuration records
• Ensure proper labeling, documentation, and lifecycle tracking of IT equipment
• Actively participate in continuous improvement initiatives within the department and organization
• Provide input into departmental budget requirements, service costs, and planning activities

• Strong technical troubleshooting skills
• Good knowledge of virtualization and server operations
• Active Directory user administration
• Microsoft 365 administration and end-user support
• Exposure to Linux and storage administration
• Ability to work with minimal supervision
• Ability to multitask and prioritize tasks effectively
• Strong analytical and problem-solving skills
• Commitment to continuous learning and professional development
• High levels of integrity and accountability

• Bachelor’s Degree in Computer Science, Information Technology, or related discipline
• Certifications in Microsoft Certified (Windows / Microsoft 365 Fundamentals) or CompTIA A+
• Added advantage: CCNA, ITIL, Linux certification, or relevant practical exposure
• Membership with ICTAZ