Technical Support Officer (Shift Work - West)

Responsibilities

• Provide primary technical support and assistance to end-users for live systems, ensuring prompt resolution of incidents and minimizing service downtime.
• Resolve software and system issues related to remote devices, servers, networks, and security systems to maintain operational stability and security.
• Perform routine system administration, maintenance, health checks, patching, and configuration management activities.
• Monitor system performance and generate operational reports to support system reliability and continuous improvement.
• Troubleshoot technical issues, provide user support, and escalate unresolved issues to the appropriate support teams or vendors.
• Support users with login issues, password resets, and access management requests.
• Assist in incident management, root cause analysis, and implementation of corrective and preventive actions.
• Support and maintain network infrastructure and security systems, ensuring compliance with operational and security requirements.
• Assist in the administration and maintenance of AWS cloud infrastructure, including monitoring, connectivity, and troubleshooting of cloud-hosted services.

Requirements

• Minimum Diploma in Information Technology, or equivalent qualification.
• Technical expertise in Windows Server Administration (Server 2019 or later) and Windows Operating Systems.
• Proficiency in Microsoft Office applications.
• Experience with network infrastructure, network security, firewalls, switches, routers, and VPN technologies is preferred.
• Basic understanding or hands-on experience with AWS Cloud services, including EC2, VPC, Security Groups, Route Tables, IAM, CloudWatch, VPN, and cloud networking concepts.
• Familiarity with cloud infrastructure monitoring, troubleshooting, and incident handling in AWS environments is an advantage.
• Ability to support technical change management processes and work closely with internal teams and stakeholders.
• Knowledge of cybersecurity best practices and security hardening principles is an advantage.
• Ability to work independently as well as collaboratively within a team environment.
• Reliable, self-motivated, and capable of working with minimal supervision.
• Willingness and availability to work on rotating shifts.