Information Systems Technical Support Specialist

RESPONSIBILITIES:

Infrastructure Maintenance and Enhancement:

• Maintain and enhance the organization's infrastructure, including network components, Voice, servers, storage systems, and virtualization platforms.

• Implement VLANs (Virtual Local Area Networks), trunking, and port security settings to segment network traffic, enforce access controls, and mitigate security risks.

• Design and implement firewall rulesets, access control lists (ACLs), and security policies based on organizational requirements, industry best practices, and regulatory compliance standards.

• Monitor firewall logs and traffic flows to detect and analyze security incidents, intrusion attempts, and anomalous behavior, and respond promptly to mitigate risks and prevent breaches.

• Conduct regular firewall rule reviews, audits, and optimizations to ensure rule efficiency, accuracy, and alignment with business needs while minimizing rule bloat and complexity.

• Monitor wireless network performance, signal strength, and client connectivity using wireless management tools and network monitoring platforms to identify and troubleshoot issues proactively.

• Implement wireless security measures such as WPA2-Enterprise encryption, 802.1X authentication, and captive portal authentication to protect against unauthorized access and data breaches.

• Manage relationships with internet service providers (ISPs) to ensure reliable and high-performance internet connectivity for the organization.

• Troubleshoot connectivity issues, latency problems, and performance bottlenecks with ISPs, coordinate with ISP support teams to resolve technical issues, and escalate unresolved issues as necessary.

• Collaborate with system administrators, network engineers, and security teams to develop and enforce OS hardening standards, configuration baselines, and security policies across the organization's server infrastructure.

• Administer and maintain the organization's PBX system, including hardware, software, and configuration settings, to ensure reliable and efficient voice communication services.

• Configure and manage PBX extensions, call routing rules, voicemail boxes, and auto-attendant menus to support internal and external communication needs and enhance caller experience.

• Coordinate with telecommunications carriers, vendors, and service providers to provision new phone lines, troubleshoot connectivity issues, and optimize voice service contracts and agreements.

Physical Server & Storage Management:

• Install, configure, and deploy physical servers based on business requirements, hardware specifications, and best practices for server deployment and provisioning.

• Monitor server health, hardware components, and system resources using server management tools and monitoring solutions to detect and address hardware failures, performance issues, and resource constraints.

• Perform routine maintenance tasks such as firmware updates, BIOS configurations, and hardware replacements to keep servers up-to-date and minimize downtime.

• Administer and oversee the organization's storage infrastructure, including SAN (Storage Area Network), NAS (Network Attached Storage), DAS (Direct Attached Storage), to ensure efficient and reliable data storage solutions.

• Configure and optimize storage arrays, disk arrays, and storage pools, including StoreOnce and MSA systems, to provide adequate capacity, performance, and redundancy for critical data and applications.

• Manage snapshots, replication, and backup policies on StoreOnce systems to ensure data protection, integrity, and recoverability in accordance with business continuity and disaster recovery requirements.

• Implement storage provisioning, allocation, and thin provisioning techniques on MSA systems to optimize storage utilization, minimize storage costs, and facilitate dynamic storage allocation as needed. 

Virtualization:

• Assist Process owner to administer and manage virtualization platforms such as VMware vSphere, to create, deploy, and maintain virtualized server environments.

• Assist Process owner to configure and optimize virtual machine (VM) settings, including CPU, memory, storage, and network resources, to ensure optimal performance and resource utilization.

• Assist Process owner to manage virtual machine snapshots, templates, and cloning operations to facilitate rapid provisioning, backup, and recovery of VMs and ensure data integrity and recoverability.

Operating System (OS) Management:

• Administer and maintain Windows and Linux server environments, ensuring optimal performance, stability, and security.

• Monitor system logs, performance metrics, and event logs to detect and respond to security incidents, performance issues, and system errors in a timely manner.

• Provide technical support and troubleshooting assistance to resolve OS-related issues, escalate complex problems to vendor support or higher-level teams, and document resolution steps and procedures for future reference.

Windows Server Roles Management:

• Assist Process owner to configure, deploy, and manage Windows Server roles and features, including Active Directory Domain Services (AD DS), DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), File Services, Print Services, Certificate Services and Web Server (IIS).

• Administer and maintain Active Directory infrastructure, including domain controllers, forests, domains, trusts, group policies, and organizational units (OUs), to support user authentication, authorization, and centralized management of resources.

• Assist Process owner to configure DNS zones, records, and forwarders, monitor DNS resolution and name resolution issues, and troubleshoot DNS-related problems to ensure reliable and efficient name resolution services.

• Assist Process owner to manage DHCP scopes, reservations, and options, monitor IP address assignment and lease duration, and troubleshoot DHCP server issues to provide automated IP address allocation and network configuration services.

• Configure and manage file shares, permissions, quotas, and access controls on file servers to facilitate secure and efficient file storage, sharing, and collaboration among users and applications.

• Administer print queues, printer drivers, printer permissions, and printer pooling configurations on print servers to provide centralized print management and support for networked printers.

• Deploy and manage Web Server (IIS) roles and websites, configure SSL certificates, URL rewriting rules, and authentication mechanisms, and monitor web server performance and availability to support hosting of web applications and services.

• Manage Certificate Services, including deployment and management of public key infrastructure (PKI), certificate templates, certificate enrollment and revocation processes, and certificate trust chains, to provide secure communication, authentication, and encryption services.

CMDB and ASSET Management:

• Administer and maintain the Configuration Management Database (CMDB), the centralized repository of IT assets, configurations, and relationships, to support configuration management processes and ensure accurate and up-to-date information.

• Populate the CMDB with comprehensive and accurate information about IT assets, including hardware, software, networks, applications, and services, through discovery tools, manual data entry, and integration with other IT systems and databases.

• Manage IT assets throughout their lifecycle, including procurement, deployment, utilization, maintenance, and retirement, to optimize asset utilization, reduce costs, and mitigate risks associated with asset ownership. 

• Establish processes for asset procurement, deployment, tracking, and retirement, optimizing asset utilization and minimizing unnecessary expenses.

Patch and Update Management:

• Coordinate with system administrators, application owners, and stakeholders to schedule and prioritize patching activities, taking into consideration criticality, impact, and business continuity requirements.

• Deploy patches and updates using automated patch management tools and deployment technologies, ensuring proper testing, validation, and rollback procedures are in place to minimize disruptions and ensure system stability.

• Maintain patch management documentation, including patch inventories, deployment logs, and compliance reports, to demonstrate adherence to security policies and regulatory requirements.

Specialized Support for Critical Systems:

• Assist Process owner to administer network monitoring tool to monitor and manage the organization's network infrastructure, configure thresholds and alerts, generate reports, and ensure optimal performance and availability of network resources.

• Assist Process owner to manage antivirus and DLP solutions to protect endpoints, servers, and network infrastructure from malware, viruses, and unauthorized data access or exfiltration.

• Assist Process owner to administer service desk management tool to facilitate incident management, problem resolution, change management, and service request fulfillment, ensuring optimal service delivery and customer satisfaction.

• Assist Process owner to oversee Security Information and Event Management (SIEM) system to monitor, analyze, and respond to security incidents, ensuring timely detection and mitigation of threats to the organization's IT infrastructure and sensitive data.

• Assist Process owner to administer print management software to optimize printing workflows, control printing costs, and enhance document security across the organization's networked printers and multifunction devices.

• Assist Process owner to Utilize vulnerability assessment tool to scan and identify security vulnerabilities within the organization's IT infrastructure, enabling proactive risk management and remediation of potential security threats.

• Assist Process owner to manage identity and access management (IAM) platform to manage user authentication, authorization, and access control across the organization's cloud and on-premises applications, ensuring secure and streamlined access to resources.

• Assist Process owner to Administer endpoint management solution to automate software deployment, patch management, and IT asset inventory across the organization's desktops and mobile devices, ensuring efficient IT operations and compliance with software licensing requirements.

• Assist Process owner to Manage backup and recovery solution to protect and ensure the availability of critical data and applications, including configuring backups, monitoring backup jobs, and performing data restoration, when necessary, to maintain business continuity and minimize data loss.

• Assist Process owner to Manage network access control solution application to authenticate, authorize, and enforce security policies for devices and users connecting to the organization's network, ensuring secure and compliant access while mitigating risks associated with unauthorized access and network threats.

• Supervise system room operations and environment monitoring to ensure optimal conditions for IT infrastructure, including managing temperature, humidity, power usage, and physical security, to safeguard equipment and maintain uninterrupted operation of critical systems.

• Assist Process owner to support and administer cloud systems such as Office 365, ensuring proper configuration, access control, and data protection in alignment with organizational policies and regulatory requirements.

• Assist Process owner to manage various cloud-based applications and subscription services, overseeing procurement, provisioning, access control, and usage monitoring to optimize resource utilization, ensure compliance with licensing agreements, and maximize the value of cloud investments for the organization. 

Backup and Disaster Recovery Management:

• Assist Process owner to manage backup and disaster recovery solutions to ensure the integrity and availability of critical data and systems in the event of hardware failures, natural disasters, or cyberattacks.

• Perform regular backups, test recovery procedures, and update disaster recovery plans to minimize data loss and recovery time objectives (RTOs) in accordance with business continuity requirements.

Training and Knowledge Sharing:

• Provide training and knowledge sharing sessions to IS staff and end-users on Systems, tools, and procedures. Information Security.

• Support the implementation of security frameworks, including NIST 800-53 security controls, NIST 800-37 risk management framework, and ISO 27001 standards, to establish comprehensive security controls and risk management practices.

• Ensure integration of risk management processes into strategic planning, decision-making, and day-today operations to proactively address security threats and vulnerabilities.

• Support business continuity, Cybersecurity incident and incident management processes to ensure resilience against security incidents and minimize the impact on business operations.

• Assist the benchmark compliance management processes, conduct regular assessments and audits to measure compliance with benchmark targets and identify areas for improvement. End-user Support

• Provide frontline technical support to end users via various communication channels, including inperson, phone, email, and remote assistance tools.

• Diagnose and troubleshoot hardware and software issues reported by end users, including desktops, laptops, printers, mobile devices, and peripherals.

• Assist end users with software installations, upgrades, patches, and configurations, ensuring compatibility and adherence to organizational policies.

• Resolve network connectivity issues, including troubleshooting LAN/WLAN connectivity, VPN connections, and internet access problems.

• Educate end users on best practices for IT security, data protection, and safe computing habits to mitigate risks and enhance cybersecurity awareness.

• Document support incidents, solutions, and resolutions in the IT service management (ITSM) system, ensuring accurate and timely record-keeping for tracking and reporting purposes.

• Coordinate with other IS members, vendors, and service providers to escalate and resolve complex technical issues that require specialized expertise or resources.

• Conduct user training sessions and workshops on IT tools, applications, and systems to empower end users and enhance their digital literacy and productivity.

• Monitor and prioritize support tickets and service requests based on urgency, impact, and SLA requirements, ensuring timely resolution and customer satisfaction.

REQUIREMENTS:

• Bachelor’s degree in related field.
• Minimum of 2 years of experience in providing technical support to end users in a corporate environment.
• B2 English level for effective writing and communication.
• Preferred: Professional certification

1. Cisco Certified Network Associate (CCNA)
2. Windows Server Hybrid Administrator Associate
3. Microsoft 365 Administrator
4. Certified Associate in Project Management (CAPM) 

• Proven experience in managing enterprise-level system and network infrastructure, with a strong understanding of server administration, virtualization technologies, and network protocols.
• Strong knowledge of operating systems, including Windows, macOS, and mobile operating systems (iOS, Android).
• Familiarity with industry-standard tools and technologies for system and network monitoring, troubleshooting, and performance optimization.
• Familiarity with IT service management (ITSM) processes and tools, such as incident management, problem management, and ticketing systems.
• Critical thinking
• Ability to work independently.
• Teamwork
• Priority Setting