IT Support

Job Description Extensive experience in providing IT support in a corporate environment, managing a team of support specialists, and implementing IT projects. The role requires strong technical aptitude, excellent problem-solving abilities, and a passion for customer service. Key Responsibilities Manage, support, and monitor all aspects of the company's IT infrastructure, including physical servers, virtual machines (VMs), storage solutions, and networks (WAN, LAN, Firewalls, etc.) to make sure network and data security are smooth and secure. Investigate, troubleshoot, and provide resolutions for customer issues. Strong understanding of core internet protocols and applications with strong TCP/IP networking skills and a solid understanding of the TCP/IP stack. Provide remote and on-site technical support, analyze it, identify the cause, recommend a solution, and document the problem. Proficient in Windows server system operation and managing the maintenance of servers (File server, AD, etc.), backup up, and disaster recovery. Provide support on troubleshoot and resolve hardware and software issues for end-users, encompassing desktops, laptops, printers, and mobile devices. Regularly Analyze rival's products and present results to the internal team. Manage & maintain IT infrastructure components and operational procedures with comprehensive documentation of all software and hardware licenses and maintenance contracts, ensuring compliance and up-to-date records. Coordinate & Collaborate with team members/vendors to enhance IT support procedures, aiming for efficiency and effectiveness for local and outstation offices and warehouses. Technical guidance on system implementation activities if needed. Follow diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications. Liaise with the technical team and product development team in HQ. Work continuously on a task until completion (or referral to third parties, if appropriate). Prioritize and manage many open cases at one time. Rapidly establish a good working relationship with customers and other professionals, such as software developers. Analyze quality abnormalities, determine responsibility, and propose improvement plans Perform checks and ensure that antivirus definition and Microsoft patches are updated as outlined by Desktop Engineering. Provide feedback and collaborate with the internal team on quality and design-related issues. Improve customer support plans and build strong customer relationships. Ensure customer satisfaction. Responsible for customer product training and responding to technical questions Actively listen, understand and convey customer requirements, and implement any necessary corrective actions. Requirements Bachelor's Degree, Post Graduate Diploma, Professional Degree or Degree in Computer Science / Information Technology / Information Security Min 5 years of working experience Possess working experience being drafter will be an added advantage Possess experience in conducting technical training for internal teams and customers Self-starter, good planner, good problem-solving skills, fast learner, multitasking, energetic, and able to work in fast pace environment Deep expertise in implementing and managing serverless architectures and Support procedures. Strong Critical thinking concept and perfect troubleshooting skills according to priority management. Good interpersonal, negotiation, presentation, and communication skills Good oral and written communication skills Proficient & good command of English (speak, write, and read) Competent in Microsoft Word, Excel and Power Point Solid understanding of networking concepts and protocols. Technical Skills Proficiency in scripting languages such as Bash. Strong experience with Linux/Unix operating systems. Experience with system configuration management tools such as Ansible. Knowledge of version control systems such as Git. Experience with advanced networking configurations in both cloud environments and On-Premise (e.g., VPC peering, VPN, Direct Connect). Proficiency in managing microservices architectures (Kubernetes, Docker ) Knowledge of advanced security practices for cloud-based environments, including encryption, key management, and identity and access management (IAM). Familiarity with the Ticketing System and RACI for project management. Proficiency in utilizing advanced monitoring and observability tools for cloud-native applications, such as Prometheus, Grafana Strong understanding of compliance frameworks and regulations relevant to cloud environments, such as GDPR, HIPAA, or SOC 2 Hands-on experience in integrating compliance controls into CI/CD tools such as Jenkins, GitLab CI/CD, Proficiency in managing secrets management solutions such as HashiCorp Vault or AWS Secrets Manager and System Manager Practical knowledge of the following technologies: Routing, Switching, VPN, LAN, WAN, Network Security, Stateful Inspection Firewall, NGFW, Firewall policies, NAT, IPS, Botnet, DDoS, Web Filtering, Reverse proxies.