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 enduser support and managing help desk support services. This role plays a pivotal role to enhance operational efficiency streamline processes and optimize costs while ensuring seamless IT support and innovation.

Key Responsibilities:

• 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.
  
• Key components include:
  
• Servers: Managing physical and virtual servers that host applications databases and other services.
  
• Network: Ensuring the network infrastructure (routers switches firewalls etc. is properly configured and optimized for performance and availability.
  
• Storage: Managing data storage solutions (e.g. SAN NAS cloud storage) to ensure data is stored efficiently and is available when needed.
  
• EndUser Devices: Managing computers mobile devices and other enduser devices ensuring they are uptodate and functional.
  
• Cloud Infrastructure: Managing cloudbased resources such as virtual machines databases and cloud storage.
  
• Monitoring and Performance: Monitoring infrastructure performance to detect and resolve issues before they impact business operations.
  
• Backup and Recovery: Ensuring data is backed up regularly and can be quickly restored in case of a failure or disaster.
  
• Capacity Planning and Scaling: Planning for future growth ensuring infrastructure can handle increased demand.
  
• Hardware & Software: Experience supporting a wide variety of IT hardware (workstations network devices etc. and software applications (Windows macOS Office Suite).
  
• Networking: Familiarity with LAN and WAN technologies including routers switches and basic network troubleshooting.
  
• VOIP Systems: Experience with VOIP setups troubleshooting and maintaining IPbased communication systems.
  

• 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.
  
• Network Security: Protecting the network from unauthorized access attacks (e.g. DDoS) and breaches. Tools include firewalls intrusion detection systems (IDS) and intrusion prevention systems (IPS).
  
• Application Security: Ensuring that applications are secure from vulnerabilities that could be exploited by attackers. This includes securing code patching known vulnerabilities and using secure coding practices.
  
• Endpoint Security: Protecting user devices (e.g. laptops smartphones) from malware viruses and unauthorized access. This often involves antivirus software mobile device management (MDM) and encryption.
  
• Identity and Access Management (IAM): Ensuring that only authorized users can access certain systems or data typically through multifactor authentication (MFA) and rolebased access controls (RBAC).
  
• Data Security and Encryption: Ensuring sensitive data is encrypted during storage and transmission protecting it from unauthorized access or breaches.
  
• 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.
  
• Security Policies and Compliance: Establishing policies to govern security practices within an organization and ensuring compliance with relevant regulations (e.g. GDPR HIPAA).
  
• 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.
  
• 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 onsite 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
  
• 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:

• 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.
  
• Technical Skills:
  
• Strong expertise in managing IT infrastructure (servers workstations networks cloud platforms).
  
• Proficiency in network administration including routing switching firewalls and VPNs.
  
• Handson 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 HyperV) and cloud computing (AWS Azure).
  
• 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.
  
• Soft Skills:
  
• Excellent communication and interpersonal skills with the ability to explain technical concepts to nontechnical 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 detailoriented and solutionfocused with a strong commitment to continuous improvement.
  
• Strong problemsolving skills.
  

• 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.