Job Summary

The Technical Support Administrator/Engineer is responsible for providing technical assistance and support to end users, maintaining IT systems, troubleshooting hardware and software issues, administering networks and servers, and ensuring the smooth operation of the organization's IT infrastructure. The role requires strong problem-solving skills, customer service orientation, and technical expertise.

Key Responsibilities

1. Technical Support

• Provide first-level and second-level technical support to users.

• Diagnose and resolve hardware, software, printer, and network issues.

• Respond to support requests through helpdesk, email, phone, or ticketing systems.

• Install, configure, and troubleshoot desktop computers, laptops, mobile devices, and peripherals.

• Escalate complex technical issues to higher-level support teams when necessary.

2. System Administration

• Install, configure, and maintain operating systems (Windows, Linux, or macOS).

• Manage user accounts, permissions, and access rights.

• Perform system updates, patches, and software deployments.

• Monitor system performance and availability.

• Maintain Active Directory, Group Policies, and user authentication systems.

3. Network Administration

• Configure and maintain LAN/WAN infrastructure.

• Troubleshoot network connectivity issues.

• Support routers, switches, firewalls, VPNs, and wireless networks.

• Monitor network performance and ensure network security.

4. Infrastructure Management

• Maintain servers, storage systems, and backup solutions.

• Perform regular data backup and disaster recovery testing.

• Monitor server health and resource utilization.

• Ensure business continuity through preventive maintenance.

5. Security Administration

• Implement IT security policies and procedures.

• Monitor antivirus, endpoint protection, and firewall systems.

• Conduct vulnerability assessments and apply security patches.

• Respond to security incidents and recommend corrective actions.

6. Documentation

• Maintain technical documentation, user manuals, and configuration records.

• Document troubleshooting procedures and resolutions.

• Update asset inventory and software license records.

7. Customer Support

• Train users on IT systems and applications.

• Provide excellent customer service while resolving technical issues.

• Communicate technical information clearly to non-technical users.

• Ensure timely resolution of support tickets according to SLAs.

8. Maintenance

• Perform preventive maintenance on IT equipment.

• Replace faulty hardware components.

• Coordinate with vendors for warranty claims and technical support.

• Maintain inventory of IT assets and spare parts.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.

1. Competitive salary based on experience and skills.

2. Performance-based incentives and annual salary reviews.

3. Career growth and advancement opportunities within the company.

4. Hands-on training on enterprise networking technologies and ISP operations.

5. Exposure to Cisco, Juniper, Huawei, MikroTik, and BDcom networking equipment.

6. Friendly, collaborative, and supportive work environment.

7. Opportunity to work with experienced network engineers and industry professionals.

8. Paid annual leave, sick leave, and other company benefits as per company policy.

9. Social Security Fund (SSF) and other statutory benefits.

10. Continuous learning and professional development opportunities.

11. Recognition and rewards for outstanding performance.

12. Access to the latest networking tools and technologies.

13. Job stability and long-term career opportunities with a growing ISP.

14. Employee engagement activities and team-building events.

15. A culture that values innovation, teamwork, and customer satisfaction.