Bachelor's degree in information technology, Computer Science, or a related field.
Certifications from reputable organizations, such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA), will be an added advantage.
Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
Proven experience in leading and managing IT support teams on a national scale.
In-depth knowledge of IT support processes, tools, and best practices.
Strong communication and interpersonal skills with the ability to liaise effectively with cross-functional teams and external stakeholders.
Proficiency in operating systems (Windows, Linux, macOS), network protocols, hardware components, and troubleshooting techniques.
Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
Familiarity with remote support tools and techniques to assist users who are not on-site.
Understanding and adherence to organizational IT policies and procedures, including security protocols.

Responsibilities

Qualifications

Bachelor's degree in information technology, Computer Science, or a related field.
Certifications from reputable organizations, such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA), will be an added advantage.
Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
Proven experience in leading and managing IT support teams on a national scale.
In-depth knowledge of IT support processes, tools, and best practices.
Strong communication and interpersonal skills with the ability to liaise effectively with cross-functional teams and external stakeholders.
Proficiency in operating systems (Windows, Linux, macOS), network protocols, hardware components, and troubleshooting techniques.
Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
Familiarity with remote support tools and techniques to assist users who are not on-site.
Understanding and adherence to organizational IT policies and procedures, including security protocols.

Provide advanced technical support and guidance to end-users, resolving complex issues promptly and effectively.
Supervise the help desk team, ensuring timely response and resolution of IT support requests.
Lead troubleshooting efforts for hardware, software, network, and connectivity issues, utilizing advanced diagnostic tools and methodologies.
Oversee the installation and configuration of server systems, software applications, and network components.
Ensure all configurations align with best practices for security and performance.
Manage user accounts, permissions, and access controls across systems and applications.
Implement role-based access controls (RBAC) and ensure compliance with security policies.
Develop and implement strategies for software updates and patch management across the organization's infrastructure.
Coordinate with stakeholders to minimize disruption during update processes
Develop and execute hardware maintenance plans, including upgrades, repairs, and lifecycle management.
Optimize hardware performance and reliability through proactive maintenance.
Lead network setup, configuration, and optimization efforts to ensure robust and secure connectivity.
Troubleshoot complex network issues and collaborate with network Administrator for resolution.
Establish and maintain data backup and recovery procedures, ensuring data integrity and availability.
Conduct periodic testing of backup systems and procedures.
Implement and enforce security protocols, including firewalls, intrusion detection systems (IDS), and endpoint security solutions.
Stay updated with security trends and threats, implementing appropriate countermeasures.
Maintain comprehensive documentation of IT infrastructure, configurations, and procedures.
Enforce IT policies and procedures to ensure security, compliance, and operational efficiency.
Provide technical leadership and support for IT projects, such as system upgrades, migrations, and deployments.
Collaborate with project teams to ensure successful project delivery.
Oversee IT asset management and inventory, ensuring accurate records of hardware and software resources.

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