Position Overview:
The IT Network Operations & Support role is responsible for maintaining the company’s IT infrastructure and providing day-to-day technical support to employees. The role covers network and systems support, user assistance, IT equipment, access management, and general office-related technical and administrative support.
Qualifications & Requirements
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 2–4 years of experience in IT support, desktop support, network administration, or a similar role.
Technical Skills
- Good knowledge of Windows 10/11, Windows Server, and macOS.
- Good understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, VPNs, Wi-Fi, and basic firewall management.
- Experience with Active Directory, Group Policy, software updates, and virtual machines.
- Familiarity with IT diagnostic and remote support tools.
Personal Skills
- Ability to explain technical issues clearly and simply to non-technical users.
- Strong organizational and problem-solving skills.
- Ability to manage several tasks and priorities effectively.
- Service-oriented, approachable, and patient when supporting employees.
Key Responsibilities
1. IT Helpdesk & User Support
- Provide first-line technical support to employees through the ticketing system, email, phone, or in person.
- Troubleshoot hardware, software, operating system, printing, and connectivity issues.
- Support Windows, macOS, and mobile devices.
- Set up and configure laptops, software, user accounts, and access permissions for new employees.
- Support employee offboarding by removing access and recovering IT equipment.
- Assist employees with basic day-to-day IT and application-related issues.
- Prepare and maintain simple user guides and internal IT documentation.
2. Network & Systems Operations
- Monitor and maintain network equipment, including routers, switches, firewalls, and Wi-Fi access points.
- Troubleshoot network and connectivity issues, including LAN, Wi-Fi, VPN, DNS, DHCP, and VLANs.
- Coordinate with Internet Service Providers and telecom vendors to resolve connectivity issues and outages.
- Install and manage software updates, security patches, and antivirus protection.
- Monitor data backups and assist with data or system recovery when required.
- Support the administration of Windows Servers and virtual machines.
- Manage and maintain Active Directory, user accounts, access rights, and other related systems.
3. IT Assets & Office Technology
- Maintain an accurate inventory of IT equipment, software licenses, and other technology assets.
- Coordinate the purchase, setup, replacement, and maintenance of IT equipment.
- Set up and maintain meeting room technology, audiovisual equipment, and office printers.
- Receive, prepare, and distribute IT equipment and related deliveries.
4. Access & Office Support
- Manage employee access to company systems, office facilities, and relevant access-control systems.
- Maintain the biometric and Time & Attendance systems, including employee enrollment and removal.
- Support office moves, workstation setup, and basic office reconfigurations.
- Coordinate with building management and external vendors when technical or facility-related support is required.
- Assist with the troubleshooting and coordination of repairs for general office equipment.
- Monitor and coordinate the replenishment of basic office and IT supplies.