Job Overview
The role is responsible for supporting, securing, and maintaining the Group’s IT infrastructure, networks, cloud services, and cybersecurity applications. The position works with the IT Infrastructure & Technology Manager, internal teams, SOC/CISO functions, and service providers to ensure reliable operations, effective security controls, and timely resolution of infrastructure and security issues.
Key Responsibilities
- Design, configure, and install various network devices like routers, switches, firewalls, and VPNs. Handle the physical and logical layout of the network, including both Local Area Networks (LANs) and Wide Area Networks (WANs).
- Monitor system performance and troubleshoot issues to ensure optimal operation of infrastructure components meeting departmental service levels.
- Perform regular maintenance, system upgrades, and patch management to ensure all network hardware and software are up-to-date and functioning properly. Conduct capacity planning to ensure the network can handle future growth.
- Manage and maintain IP telephony and voice communication systems across departments.
- Provide Tier 2 or 3 support for network and infrastructure-related issues, diagnosing and resolving problems related to connectivity, performance, and outages. Work with other IT teams and end-users to resolve issues.
- Support the design, implementation, and management of IT infrastructure & Voice systems, including on-premises servers, Storages, networks and cloud services.
- Provide technical support and guidance to team members and other departments/Projects.
- Implement and maintain network security measures, including firewall rules, access controls, and security policies. Monitor for security threats, identify vulnerabilities, and respond to security incidents. Work with SOC and CISO team to close any security gaps identified as per the criticality measures.
- Manage and configure firewalls, switches, and routers to maintain network security and efficiency.
- Collaborate with vendors and cross-functional teams to identify and address infrastructure needs and challenges.
- Assist in planning and executing infrastructure upgrades and migrations with minimal disruption to services.
- Maintain documentation for infrastructure configurations, processes, and procedures.
- Stay updated on industry trends and best practices to recommend improvements to infrastructure systems.
- Monitor security alerts and infrastructure events in coordination with the SOC, investigate assigned alerts, and support containment, remediation, escalation, and closure based on criticality.
- Coordinate vulnerability assessments, patching, secure configuration, access reviews, and remediation evidence to close identified security gaps.
- Support identity, endpoint, email, network, and cloud security controls, including MFA, VPN access, privileged access, EDR/antivirus, logging, and infrastructure hardening.
- Maintain security records, incident documentation, configuration baselines, and audit evidence required for compliance reviews and management reporting.
- Manage and maintain the Group’s cybersecurity applications and services, coordinate with security vendors and managed service providers, monitor service performance, support renewals and upgrades, and ensure timely resolution of security-related issues.
- End-to-End Technical Support: Provide comprehensive Level 1, Level 2, and Level 3 support to users, ensuring the rapid and professional resolution of complex hardware and software issues.
- Personal Device & Mobile Management: Serve as the primary support lead for all personal and mobile devices. Set up, configure, and troubleshoot iOS and Android smartphones, tablets, and personal computing devices.
- Smart Ecosystems & AV Support: Install, configure, and troubleshoot Smart TVs, media streaming boxes (Apple TV, Android TV), and smart home/office automation systems.
- CCTV & ELV Systems: Support, maintain, and troubleshoot Extra Low Voltage (ELV) infrastructure, including IP CCTV camera systems, access control, and related physical security tech.
- Network & Wireless Infrastructure: Manage and troubleshoot network connectivity issues across LAN, WAN, and complex wireless (Wi-Fi) deployments. Handle L2/L3 network troubleshooting involving switches, routers, and access points.
- Server Administration: Assist in the administration and maintenance of Windows Server environments, including Active Directory, Group Policy, DNS, and DHCP.
- Documentation & Vendor Management: Maintain accurate IT inventory, document system configurations, and liaise with third-party vendors and service providers for specialized equipment repairs.
Qualifications
- Bachelor's degree in Computer Science, Information Technology or a related field.
- Minimum of 5 years of experience in supporting infrastructure, including switches, firewalls, and cloud infrastructure security.
- Strong knowledge of LAN/WAN, TCP/IP, DNS, DHCP, VLANs, routing, switching, wireless networks, servers, storage, virtualization, firewalls, VPNs, and high-availability environments.
- Experience with security monitoring, log review, alert triage, incident response support, vulnerability remediation, patch management, and infrastructure hardening.
- Knowledge of security protocols and best practices.
- Working knowledge of Active Directory, Microsoft 365, Azure, MFA, privileged access, endpoint protection, email security, secure remote access, and cloud security controls.
- Experience with infrastructure monitoring, endpoint management, and service management tools such as ManageEngine, SolarWinds, Nagios, or equivalent platforms.
- Ability to support security policies, risk remediation, audits, compliance reviews, and maintenance of accurate technical and security documentation.
- Working knowledge of backup monitoring, restore testing, disaster recovery, and infrastructure resilience.
- Basic PowerShell or Python knowledge, with strong analytical and Tier 2/3 troubleshooting skills.
- Ability to coordinate with technology vendors, security solution providers, and managed service partners, manage support cases and escalations, review service deliverables, and ensure effective operational support.
- Strong written and verbal communication skills with the ability to work effectively with users, vendors, auditors, SOC, CISO, and technical teams.
- Experience with Avaya or other enterprise voice systems, SIP trunking, IP telephony, and call center environments is preferred.
