Technical Support Officer (Shift Work - West)

Responsibilities • Provide primary technical support and assistance to end-users for live systems, ensuring prompt resolution of incidents and minimizing service downtime. • Resolve software and system issues related to remote devices, servers, networks, and security systems to maintain operational stability and security. • Perform routine system administration, maintenance, health checks, patching, and configuration management activities. • Monitor system performance and generate operational reports to support system reliability and continuous improvement. • Troubleshoot technical issues, provide user support, and escalate unresolved issues to the appropriate support teams or vendors. • Support users with login issues, password resets, and access management requests. • Assist in incident management, root cause analysis, and implementation of corrective and preventive actions. • Support and maintain network infrastructure and security systems, ensuring compliance with operational and security requirements. • Assist in the administration and maintenance of AWS cloud infrastructure, including monitoring, connectivity, and troubleshooting of cloud-hosted services. Requirements • Minimum Diploma in Information Technology, or equivalent qualification. • Technical expertise in Windows Server Administration (Server 2019 or later) and Windows Operating Systems. • Proficiency in Microsoft Office applications. • Experience with network infrastructure, network security, firewalls, switches, routers, and VPN technologies is preferred. • Basic understanding or hands-on experience with AWS Cloud services, including EC2, VPC, Security Groups, Route Tables, IAM, CloudWatch, VPN, and cloud networking concepts. • Familiarity with cloud infrastructure monitoring, troubleshooting, and incident handling in AWS environments is an advantage. • Ability to support technical change management processes and work closely with internal teams and stakeholders. • Knowledge of cybersecurity best practices and security hardening principles is an advantage. • Ability to work independently as well as collaboratively within a team environment. • Reliable, self-motivated, and capable of working with minimal supervision. • Willingness and availability to work on rotating shifts.