Senior Support Engineer

We are seeking a passionate and motivated Support Engineer to join our clients' dynamic team.

The successful candidate will be responsible for overseeing all aspects of our Information Technology and Communication (ITC) functions. This includes IT infrastructure, management, and security, as well as providing end-user support and managing help desk support services.

This role plays a pivotal role in enhancing operational efficiency, streamlining processes, and optimizing costs while ensuring seamless IT support and innovation.

Key Responsibilities

1. IT Infrastructure & Management: Manage and maintain all IT infrastructure, including servers, workstations, networks, and telecommunications systems. Ensure seamless operation and optimization of internal systems and networks. Oversee system performance, conduct capacity planning, and provide recommendations for upgrades or improvements. Coordinate and manage software and hardware installations, configurations, and updates across the organization.
2. Key Components Include:
   1. Servers: Managing physical and virtual servers that host applications, databases, and other services.
   2. Network: Ensuring the network infrastructure (routers, switches, firewalls, etc.) is properly configured and optimized for performance and availability.
   3. Storage: Managing data storage solutions (e.g., SAN, NAS, cloud storage) to ensure data is stored efficiently and is available when needed.
   4. End-User Devices: Managing computers, mobile devices, and other end-user devices, ensuring they are up-to-date and functional.
   5. Cloud Infrastructure: Managing cloud-based resources such as virtual machines, databases, and cloud storage.
   6. Monitoring and Performance: Monitoring infrastructure performance to detect and resolve issues before they impact business operations.
   7. Backup and Recovery: Ensuring data is backed up regularly and can be quickly restored in case of a failure or disaster.
   8. Capacity Planning and Scaling: Planning for future growth, ensuring infrastructure can handle increased demand.
3. Hardware & Software: Experience supporting a wide variety of IT hardware (workstations, network devices, etc.) and software applications (Windows, macOS, Office Suite).
4. Networking: Familiarity with LAN and WAN technologies, including routers, switches, and basic network troubleshooting.
5. VOIP Systems: Experience with VOIP setups, troubleshooting, and maintaining IP-based communication systems.
6. IT Security: Implement and manage cybersecurity protocols, including firewalls, antivirus software, encryption, and access control. Perform regular system security audits to identify vulnerabilities and proactively address potential security risks. Ensure compliance with relevant data protection and privacy regulations (e.g., GDPR, HIPAA). Develop and maintain disaster recovery and business continuity plans.
7. Network Security: Protecting the network from unauthorized access, attacks (e.g., DDoS), and breaches.
8. Application Security: Ensuring that applications are secure from vulnerabilities that could be exploited by attackers.
9. Endpoint Security: Protecting user devices (e.g., laptops, smartphones) from malware, viruses, and unauthorized access.
10. Identity and Access Management (IAM): Ensuring that only authorized users can access certain systems or data, typically through multi-factor authentication (MFA) and role-based access controls (RBAC).
11. Data Security and Encryption: Ensuring sensitive data is encrypted during storage and transmission, protecting it from unauthorized access or breaches.
12. Security Monitoring and Incident Response: Continuously monitoring the network and systems for signs of malicious activity or security breaches. An incident response plan is crucial to quickly react to and mitigate attacks.
13. Security Policies and Compliance: Establishing policies to govern security practices within an organization and ensuring compliance with relevant regulations (e.g., GDPR, HIPAA).
14. Disaster Recovery and Business Continuity: Ensuring systems and data can be quickly restored after a cyberattack, natural disaster, or other event that disrupts business operations.
15. End User Support: Act as the primary escalation point for technical issues, offering expert support to all end users across various systems and platforms. Troubleshoot and resolve complex hardware, software, and network issues to minimize downtime. Provide on-site and remote support for users, including onboarding, system configuration, troubleshooting, and training. Ensure that IT services meet the needs of users and maintain a high level of user satisfaction. Manage and support 3G devices and VOIP systems.
16. Help Desk Services: Manage and oversee the help desk function, ensuring timely and efficient response to user requests and issues. Collaborate with other IT team members to resolve escalated incidents and service requests. Monitor help desk performance and make improvements to optimize user experience and service delivery. Develop and update user documentation and knowledge base articles to empower users to resolve common issues independently.

Requirements

Skills & Qualifications:

1. Education & Experience: Bachelor's degree in information technology, Computer Science, or a related field (Advantage). Minimum of 5 years of experience in IT support, infrastructure management, and security.
2. Technical Skills: Strong expertise in managing IT infrastructure (servers, workstations, networks, cloud platforms). Proficiency in network administration, including routing, switching, firewalls, and VPNs. Hands-on experience with various operating systems (Windows, macOS, Linux) and software applications. Strong understanding of IT security principles, tools, and best practices. Experience with database management and backup solutions. Knowledge of virtualization technologies (e.g., VMware, Hyper-V) and cloud computing (AWS, Azure).
3. Support & Troubleshooting: Expertise in diagnosing and resolving complex technical issues in a timely manner. Strong customer service orientation and ability to interact effectively with end users. Ability to provide clear instructions and support to users with varying levels of technical expertise.
4. Soft Skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Strong organizational skills with the ability to manage multiple tasks and priorities. Ability to work independently as well as part of a collaborative team. Proactive, detail-oriented, and solution-focused with a strong commitment to continuous improvement. Strong problem-solving skills.
5. Certifications (Advantage): CompTIA A+, Network+, or Security+. Microsoft Certified Solutions Expert (MCSE) or equivalent. Cisco Certified Network Associate (CCNA) or equivalent. Certified Information Systems Security Professional (CISSP) or Certified Ethical Hacker (CEH).

Benefits

Hybrid position. A collaborative and supportive team environment. Opportunities for professional development and training. Exposure to a wide variety of technologies and industries. Flexible working arrangements (where applicable). Competitive salary and benefits package.