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Job Description
- Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, and related components, Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.
- Test network/Server’s performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure.
- Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Establish and assist with the planning and deployment of infrastructure security measures.
- Support the role of the department to highlight its leadership on its responsibility areas for quality, environmental and occupational health& safety systems.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Job Requirements
- Bachelor degree of Computer Science
- 8-10 years equivalent work experience including 4 years’ experience of managing and delivering infrastructure design and operational excellence, managing and delivering IT Projects, IT Quality Management Systems, and IT Assets lifecycle management.
- Certifications in [CCNA-CCNP-ITIL-PMP preferred-CEH.]
- Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments.
- Hands-on experience in troubleshooting hardware.
- Knowledge of current protocols and standards, including ITIL, Service Desk tools, VMware, Microsoft Windows Servers, O365, Networking passive & active components, Business continuity techniques and tools, and Information Security, Backup Solutions.
- Demonstrated leadership and project management skills.
- Outstanding communication skills and Customer Service Skills
- Highly self-motivated, able to set priorities.
- Proven analytical and problem-solving abilities