Update knowledge articles for end-users; deliver on the spot user training on call or remotely.
Contribute to post-incident reviews, lessons learned; and backlog; champion automation/scripting to remove toil.
Perform any other job-related tasks as may be assigned by the supervisor.
Provide L2/L3 support for Windows/macOS endpoints, printing, mobile devices/MDM, and approved software images.
Administer identity & access operations (provisioning, de-provisioning, group/role changes, periodic access reviews) in coordination with Information Security team.
Package, test, and deploy patches and updates for endpoints and core services in line with the change calendar.
Core Infrastructure & Network Coordination
Collaborate with Network/Infrastructure teams on L2 tasks for Wi-Fi, VPN, and PABX/IP telephony.
Execute routine operational tasks on servers and services (backups/restores, certificate renewals, log rotation, service restarts, DR runbooks) under guidance of Lead, IT Operations & Security Management.
Ensure stations remain connected to HQ services; provide remote support to Station IT Officers.
Own day-to-day Incident & Request Management for assigned service queues; ensure accurate triage, prioritization, and timely resolution within SLA.
Participate in Problem Management (trend analysis, root-cause analysis, corrective/preventive actions) and track known errors/workarounds.
Participate in Change Management activities (impact/risk assessment, scheduling, pre/post checks, rollback plans) and present changes to CAB as required.
Maintain and improve standard operating procedures for repetitive operational tasks
Collaborate with Network/Infrastructure teams on L2 tasks for Wi-Fi, VPN, and PABX/IP telephony.
Execute routine operational tasks on servers and services (backups/restores, certificate renewals, log rotation, service restarts, DR runbooks) under guidance of Lead, IT Operations & Security Management.
Ensure stations remain connected to HQ services; provide remote support to Station IT Officers.
Requirements:
HND/BSc in Computer Science/Engineering, Information Technology, Electrical/Electronic Engineering or any other related course.The ideal candidate must have a minimum of (4) years’ experience in performing similar role in a well-structured environment.
Professional certification in ITIL V4 Foundation (or higher), CompTIA Network+/A+, Microsoft (MD- 102/Endpoint Administrator or AZ-104), Cisco CCNA (network fundamentals) or equivalent vendor certification is required.
