Role Overview
The IT technical support is responsible for managing and maintaining the organization’s IT infrastructure, including servers, networks, cloud environments, and enterprise systems. The role focuses on ensuring the reliability, security, and performance of IT systems while supporting internal teams with infrastructure-related technical issues. works closely with technology
teams, system administrators, and external vendors to maintain stable infrastructure environments, implement security best practices, and support the organization’s technology operations and digital transformation initiatives.
Key Responsibilities
Infrastructure Management
- Install, configure, and maintain server environments including Windows Server and related services such as Active Directory, DNS, and DHCP.
- Monitor system performance and ensure high availability and reliability of IT infrastructure.
- Manage system updates, patches, and upgrades to maintain secure and compliant environments.
- Maintain virtualization platforms such as Hyper-V or VMware.
Cloud & Platform Management
- Manage cloud infrastructure services including Microsoft Azure environments, virtual machines, storage, and networking.
- Optimize cloud resources to ensure performance efficiency and cost effectiveness.
- Monitor cloud services and maintain security controls for cloud-based systems.
Network Administration
- Manage and configure network infrastructure including routers, switches, firewalls, and VPN access.
- Monitor network performance and troubleshoot connectivity issues.
- Implement and maintain network security protocols and access control mechanisms.
Security & Compliance
- Implement infrastructure security measures including firewall configurations, system hardening, and access control policies.
- Monitor infrastructure systems for security threats, vulnerabilities, and incidents.
- EnsureIT systems comply with internal security policies and regulatory requirements.
Backup & Disaster Recovery
- Implement and maintain backup and disaster recovery solutions for critical systems and data.
- Conduct regular backup tests and ensure data recovery processes function effectively.
- Maintain disaster recovery documentation and recovery procedures.
Technical Support & Operations
- Provide advanced technical support for infrastructure-related issues across systems, networks, and cloud environments.
- Collaborate with internal IT teams to resolve technical issues efficiently.
- Provide technical guidance and training to internal users when required.
Monitoring & Continuous Improvement
- Monitor system performance and identify potential bottlenecks or infrastructure risks.
- Perform system optimization, capacity planning, and infrastructure performance improvements.
- Maintain accurate documentation for system configurations, network architecture, and operational procedures.
- Provide infrastructure performance reports and operational insights to technology leadership.
Required Qualifications
2 - 4 years of experience in IT technical support
Preferred Qualifications
- Experience supporting Windows and macOS environments
- Familiarity with IT service management (ITSM) tools and processes (e.g., ticketing systems, SLAs)
- Basic networking knowledge (IP addressing, DNS, DHCP)
- Experience with remote support tools and remote desktop technologies
- Strong communication and customer service skills
- Ability to prioritize tasks and manage multiple issues simultaneously
Skills And Competencies
- Troubleshooting and problem-solving mindset
- Excellent written and verbal communication
- Customer-focused approach with strong interpersonal skills
- Time management and organizational abilities
- Attention to detail and documentation discipline
- Ability to work both independently and in a team
Education and Certifications
- Bachelor’s degree in IT or related field preferred
- Certifications such as CompTIA A+, Network+, or equivalent are advantageous
- Ongoing willingness to pursue relevant IT certifications
