Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field (or equivalent professional experience)
  
• Apple certified support professional
  
• Microsoft certified IT professional certification
  
• Cybersecurity certification
  
• Proven experience in System Administrator or a similar role
  
• Experience with IT Security practices and compliance standards
  
• 3–5 years of experience in IT support, systems administration, or network administration
  
• Experience in VMware and Linux server environments
  
• Experience in enterprise network infrastructure support
  
• Experience with IT service desk systems (e.g., RT, ServiceNow, or similar)
  
• Technical experience in Network configuration for Linux, MS Windows, HP, Dell and Apple Devices
  
• Experience with cloud computing platforms, specifically Google cloud (GCP)
  

Systems, Servers & Virtualization

• Administer and maintain VMware virtual environments
  
• Manage Linux and Windows server operating systems
  
• Monitor system performance, server health, storage usage, and resource optimization
  
• Perform system monitoring, patch management, upgrades configuration management and preventative maintenance to minimise downtime and improve operational performance
  
• Manage, maintain, and support VMware, Linux, macOS, and Windows environments, ensuring system stability, performance, and reliability across all GPAF regional offices.
  
• Perform routine backup testing, restoration, and disaster recovery procedures
  

Network & Infrastructure Management

• Configure and maintain LAN, WAN, wireless networks (WAPs), routers, and switches
  
• Support connectivity for workstations, internet, intranet, and web applications, ensuring reliable and efficient connectivity across all locations.
  
• Monitor network performance, including Wi-Fi and LAN speed tracking
  
• Troubleshoot advanced network issues and infrastructure including ISP, ADSL, routers, connectivity failures, infrastructure, server, and network-related issues and coordinate resolutions to maintain business continuity.
  
• Troubleshoot advanced network issues including ISP, ADSL, routers, and connectivity failures.
  
• Ensure proper functioning of UPS systems, air conditioners, and data center infrastructure.
  
• Support infrastructure scalability, standardisation, and continuous improvement initiatives aligned with organisational requirements.
  

Cybersecurity & Data Protection (NEW)

• Ensure confidentiality, integrity, and availability (CIA) of enterprise data
  
• Implement and enforce cybersecurity policies and best practices
  
• Maintain and enforce IT security policies, procedures, and access controls to safeguard organisational systems, data, and IT assets.
  
• Manage user access control, permissions, and identity management
  
• Monitor systems for suspicious activity, vulnerabilities, and security breaches
  
• Support firewall configuration, antivirus protection, and endpoint security tools
  
• Conduct regular security audits, vulnerability assessments, and risk analysis to ensure compliance with organisational policies and industry best practices.
  
• Ensure compliance with data protection, privacy regulations, and industry standards
  
• Support incident response and cyber incident reporting procedures
  
• Lead and support cybersecurity initiatives, including CIS security framework implementation and OKTA SSO integration, to strengthen system and identity security.
  

End-User Support and troubleshooting(Service Desk)

• Provide first-level IT support through a ticketing system for hardware and software issues, including advanced troubleshooting for complex problems.
  
• Ensure timely resolution of user tickets and maintain updated ticket records
  
• Provide continuous training to users on new systems, software and tools for onboarding and offboarding of staff.
  
• Log, track, and resolve hardware and software incidents efficiently
  
• Manage support operations and ensure high service levels are maintained across all NRO’s Offices
  
• Manage user accounts, permissions, and access rights via WorkspaceOne (MDM), OKTA SSO and Bitwarden, to ensure secure and efficient system access.
  

Second-Level Technical Support

• Provide advanced troubleshooting for network, video conferencing (VC), and ISP-related issues
  
• Resolve complex infrastructure and system problems escalated by first-line support
  
• Support team members with technical expertise and issue resolution
  
• Maintain service continuity and minimize system downtime
  

Critical Working Relationships

Technology Vendors (Hardware/Software Provider)

• Negotiate and manage contracts for IT hardware, software, and services.
  
• Evaluate new technologies that align with the organization’s needs.
  

Managed Service Providers (MSPs)

• Outsource IT services or infrastructure management (e.g., cloud services, network management).
  
• Ensure SLA (Service Level Agreement) compliance.
  
• Monitor performance and service quality.
  

Consultants & IT Advisors

• Seek expertise for specialized IT projects (e.g., cloud migration, security audits).
  
• Get external data on IT strategy, emerging trends, or industry best practices
  

Data Recovery Services

• Coordinate recovery efforts in the event of data loss or corruption.
  
• Manage the process for restoring critical systems and data.
  
• Ensure backup solutions are functional and reliable.
  

Backup & Disaster Recovery

• Manage and maintain end-point backup systems and VM backup environments
  
• Ensure regular execution of backup schedules and data integrity checks
  
• Perform routine backup monitoring, recovery testing, and validation to ensure data integrity and availability.
  
• Maintain and monitor backup configurations via CIBECS back-up system for all Mac and Windows devices.
  
• Provide regular reports on backup status to line manager
  
• Develop and implement disaster recovery procedures to minimise downtime and data loss during system failures or incidents.
  

Documentation, procedure management and reporting

• Develop and maintain existing IT policies and documentation for system configurations, procedures, and best practices.
  
• Ensure adherence and contribute to standard operating procedures (SOPS) for incident management and disaster recovery procedures and update documentation as necessary to reflect changes in the IT environment.
  
• Provide regular reports and updates to senior management on IT performance, incidents, and strategic initiatives.
  

Systems Administration & Continuous Improvement

• Manage user accounts, permissions, storage allocations, and access rights
  
• Manage all devices set up for onboarding of new staff joiners as well as offboarding procedures for departure of staff.
  
• Conduct research on emerging technologies, systems, and cybersecurity trends
  
• Recommend and implement hardware/software improvements and upgrades
  
• Support IT procurement planning in collaboration with management
  
• Negotiate and manage contracts for IT hardware, software and services with management
  
• Manage and maintain all outsourced IT Services or infrastructure management (cloud services, network management)
  
• Develop and maintain system documentation, procedures, and training materials
  
• Contribute to the planning, implementation, and continuous improvement of IT infrastructure, systems, and services.
  
• Ensure IT infrastructure and solutions support operational requirements and organisational growth.
  
• Maintain accurate and up-to-date network diagrams and technical documentation.