Technical Support Analyst - 2161

Duties and responsibilities

• Provide first- and second-line operational support for infrastructure and systems in a 24x7 environment
• Monitor infrastructure and applications using tools such as Nagios, OMD, PRTG, and cloud-based monitoring platforms
• Perform Windows Server 2019 and Linux OS installation, administration, configuration, and troubleshooting
• Manage Active Directory components including users, groups, policies, and profiles
• Respond to incidents, alerts, and escalations in line with defined SLAs and operational procedures
• Perform root cause analysis and provide clear incident updates to internal teams and customers
• Support and troubleshoot network-related issues, including routing, switching, and firewall configurations
• Work closely with internal teams, vendors, and stakeholders to resolve incidents and implement changes
• Follow ITIL processes including Incident Management, Change Management, and Problem Management
• Maintain accurate documentation, runbooks, and operational procedures
• Participate in shift rotations, handovers, and on-call duties as required

Your skills, experience, and qualifications

• Required  
• Good working knowledge of Windows Server 2019 and Linux OS administration
• Proven experience in an IT operations or technical support role
• Strong troubleshooting and analytical skills
• Experience working in time-sensitive, customer-facing operational environments
• Understanding of network fundamentals and exposure to: BGP, OSPF
• IP Multicast (PIM-SM, IGMP)
• Familiarity with network monitoring and management tools (Nagios, PRTG, etc.)
• Exposure to enterprise-level Data Centre architecture and infrastructure
• Excellent verbal and written communication skills
• Willingness to work 24x7x365 scheduled shifts


Preferred 
• Knowledge or exposure to OpenVMS
• Experience with Nagios, OMD, or cloud-based monitoring solutions
• Linux scripting experience using Shell, Python, or Perl
• Familiarity with Microsoft Office Suite and Power BI
• Experience reviewing network documentation using Microsoft Visio
• Hands-on experience with enterprise network vendors: Cisco, Arista, Juniper
• Experience supporting:
• Load balancers (F5, Citrix)
• Firewalls (Palo Alto, Checkpoint, Cisco, Juniper)
• Formal network certifications such as CCNA / CCNP or equivalent experience