Network & Support Analyst

Duties and Responsibilities:

• Serve as the first point of contact for end-user technical support across hardware software and connectivity issues ensuring timely resolution in line with SLAs.
• Troubleshoot and resolve incidents and service requests escalating complex or recurring issues to appropriate teams.
• Install configure and maintain end-user devices (desktops laptops printers mobile devices) and ensure optimal functionality.
• Manage end-user asset lifecycle including inventory tracking provisioning and decommissioning of IT equipment.
• Support user onboarding and offboarding including account creation access provisioning and workstation setup.
• Assist in managing user identity access controls and endpoint security configurations in line with IT policies.
• Deploy and maintain software applications system updates and patches across end-user environments.
• Support the monitoring operation and basic maintenance of network infrastructure (LAN/WAN Wi-Fi routers switches printers etc.) in collaboration with the Network/Security Officer.
• Assist in network configuration troubleshooting and incident management to ensure service availability and continuity.
• Contribute to security monitoring and evaluations ensuring compliance with policies standards and best practices.
• Monitor service desk and network performance analyze incident trends and provide insights to improve service delivery and user experience.
• Maintain accurate documentation of support procedures configurations and resolutions and prepare periodic performance reports.

• Bachelors degree in computer science Information Technology or a related field with a minimum of second-class grade.
• Minimum of 3 years relevant experience in an IT support or end-user service role preferably within a corporate environment.
• Proven experience in Microsoft Windows Microsoft Office Suite ITSM tools and end-user and network device management.
• ITIL Foundation certification or relevant Service Management experience is an advantage.
• Understanding of patch management and network vulnerability management
• Basic knowledge of firewalls antivirus and IDPS concepts
• Experience in network infrastructure and information security support (e.g. SIEM or SOC operations management) is an added advantage.