Technical Support Specialist

Position: TECHNICAL SUPPORT SPECIALIST

JOB DESCRIPTION

The incumbent is responsible for managing and maintaining the company's network and security infrastructure,

providing direct and remote support to end users and ensuring the proper installation, configuration, maintenance and troubleshooting of equipment.

POSITION SUMMARY:

Manage and maintain the company's network and security infrastructure, including firewalls, VPN configurations, network segmentation, and both on-premises and cloud resources.

Administer enterprise Windows Active Directory domains and security policies

Administer organization's email, PBX and voicemail systems

Implement security prevention measures in collaboration with partners

Monitor the network and systems for security breaches, taking appropriate actions to prevent or mitigate them

Perform application systems and data backups and recovery

Maintain logs of all system backups, identifying and resolving any backup errors

Train and support end-users on network and security best practices and assist with onboarding new employees

Conduct scheduled IT support visits to remote offices and other sites as required

Monitor & resolve help desk requests, identifying trends and recommending improvements

Troubleshoot and diagnose common workstation and network problems

Install and upgrade network and end-user hardware and software components

Manage network and security appliances such as routers, switches, and load balancers

Manage endpoint software administration, including manual installations and automated pushes

Perform maintenance tasks on applications, servers, endpoint devices (desktop computers, laptops, phones, printers, and related equipment) including patch management and upgrades

Manage inventory and asset tracking for hardware and software

Develop and maintain IT policies and procedures

Implement selected IT infrastructure projects

POSITION SPECIFICATION:

Bachelor's degree in computer science or equivalent qualification from an accredited tertiary institution

Minimum 5 years of experience in Network and Security Administration, with experience in managing and

maintaining enterprise-level network and security infrastructure.

Minimum 3 years supporting Microsoft Office 365, Windows 10 and Windows 11 operating systems

Minimum 3 years supporting Active Directory

Microsoft/Windows certification would be an asset

Working knowledge of VOIP Telephony equipment, configuration, and operation

Knowledge of Apple/Mac OSX systems

Proficient in MS Office Suite

Strong team player with problem-resolution skills

Excellent interpersonal skills including strong communication and teamwork

Exceptional customer service and time management and organizational skills, with the ability to multi-task.

Excellent communication and interpersonal skills

Ability to work flexible days and hours for both on-site and remote activities

Must have a functioning motor vehicle and a valid Jamaican driver's license