Job Description

Infrastructure Responsibilities:

• maintain all infrastructure systems (LAN, WAN, Internet, wireless, etc.).
• Manage and ensure sustainable Internet, VPN, and LAN connectivity.
• Conduct remote and on-call support as needed.
• Test server and network performance, providing reports and statistics.
• Research and recommend new technologies to improve infrastructure (at least one recommendation per quarter).
• Implement infrastructure security measures and ensure business continuity.

Technical Support Responsibilities:

• Respond to technical support requests in person, via phone, or electronically.
• Diagnose and resolve hardware and software issues.
• Use available resources to answer technical questions and advise on the appropriate course of action.
• Follow help desk procedures and log incidents in help desk software.
• Redirect problems to appropriate resources and escalate when necessary.
• Stay updated on system changes and software updates.
• Create and maintain user training programs to improve technical literacy.
• Report recurring technical issues to management and preparing activity reports.