Overview
Provide remote and on-site technical support for hardware, software, network, and applications.
Responsibilities
- Implement and manage IT solutions: Network config — firewalls, switches, routers, WLAN; Backup & disaster recovery .
- Troubleshoot complex technical issues; escalate to Tier 2/vendors when needed.
- Maintain clear documentation in Business & Operations Support System .
- Support system deployments, migrations, upgrades in line with best practices.
- Participate in on-call rotation for after-hours support.
- Ensure compliance with SLAs and maintain high client satisfaction.
- Continuously update technical skills; contribute to process and knowledge base improvements.
- Build strong client relationships, understand business needs, and provide proactive IT recommendations.
Qualifications
- Degree/Diploma in Telecom, Computer Engineering, or IT .
- Certifications preferred: Cisco (CCNA/CCNP), Juniper (JNCIS).
- Min.
2 years’ experience in Managed Services or similar IT support role.
- Solid troubleshooting skills across diverse IT systems.
- Strong knowledge of network protocols and services (DNS, DHCP, VPN) & security principles.
- Excellent problem-solving, communication, and interpersonal skills .
- Customer-focused, able to explain technical concepts to non-technical users.
- Capable of working independently and collaboratively (with contractors, colleagues, and data center teams).
- Able to work under high-pressure conditions (e.g., emergency telecom restoration).
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