Hardware and network technician

About the Role

We are seeking a skilled and proactive Hardware and Network Technician to join our dynamic IT team. In this critical role, you will be responsible for the administration, maintenance, and optimization of our organization’s hardware infrastructure, network systems, and security protocols. Your expertise will ensure seamless operations across our wired and wireless networks, endpoint devices, and security frameworks, while providing exceptional technical support to our employees. This position demands a blend of technical proficiency, problem-solving acumen, and strong communication skills to deliver reliable IT services and maintain high system availability.

Key Responsibilities

The successful candidate will be accountable for the following core duties:

• Active Directory and User Management: Administer Active Directory, including user accounts, groups, permissions, and device policies, to ensure secure and efficient access control across the organization.
• Network Administration: Configure, maintain, and troubleshoot both wired and wireless networks, ensuring optimal performance, security, and connectivity for all connected devices.
• Firewall and Security Management: Configure, maintain, and enforce security policies on FortiGate firewalls, including access controls and threat mitigation strategies to safeguard our digital infrastructure.
• Software Deployment and Maintenance: Install, configure, update, and maintain software applications across company devices, including Microsoft Office suites and Windows operating systems, to ensure productivity and security compliance.
• SaaS Administration: Set up, administer, and secure SaaS applications, managing access controls, security settings, and providing user support to enhance operational efficiency.
• Email System Administration: Oversee email systems by managing user accounts, security policies, and addressing email-related issues to ensure reliable communication channels.
• System Monitoring and Security: Proactively monitor system updates, patches, antivirus protection, and endpoint security to mitigate vulnerabilities and maintain a robust security posture.
• Backup and Recovery Management: Perform regular system backups and execute recovery operations when necessary to ensure data integrity and business continuity.
• IT Support and Troubleshooting: Handle IT support tickets by diagnosing and resolving hardware, software, network, and system issues, while documenting resolutions for future reference.
• IT Asset Management: Register, assign, track, and update IT assets, including devices, licenses, and user access, to maintain accurate inventory records and compliance.
• Onboarding Support: Prepare and configure IT devices, accounts, applications, and access for new employees, ensuring a smooth and efficient onboarding experience.
• Technical Documentation: Prepare detailed technical reports and maintain accurate documentation of system configurations, installations, and changes to support audit trails and knowledge sharing.
• CCTV System Administration: Install, configure, maintain, and troubleshoot CCTV systems, including Hik-Connect cameras and related devices, to ensure comprehensive surveillance and operational security.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Education: Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a closely related field.
• Experience: Minimum of 3 years of hands-on experience in IT support, system administration, or IT infrastructure management.
• Technical Proficiency: Strong knowledge of Active Directory, Windows operating systems, Microsoft 365, SaaS platforms, and email administration systems.
• Networking Expertise: Solid understanding of networking fundamentals, including TCP/IP protocols, Wi-Fi configurations, and FortiGate firewall management.
• Security and Backup: Experience with backup and recovery processes, endpoint security solutions, antivirus software, and patch management best practices.
• CCTV Systems: Familiarity with CCTV systems, with a preference for Hikvision/Hik-Connect technologies.
• Soft Skills: Exceptional troubleshooting, analytical, problem-solving, and communication skills, with the ability to document technical processes clearly and concisely.
• Language Proficiency: Fluency in written and spoken English to effectively collaborate with global teams and stakeholders.

Key Performance Indicators (KPIs)

To measure success in this role, the following KPIs will be evaluated:

• Issue Resolution: Timely and effective resolution of IT support tickets and technical issues to minimize downtime and disruptions.
• System Availability: Ensuring high availability and stability of networks, systems, applications, and CCTV systems to support business operations.
• Security Compliance: Timely implementation of system updates, security patches, antivirus measures, and endpoint protection to mitigate risks.
• Data Protection: Successful execution of backup and recovery operations to safeguard critical data and ensure business continuity.
• Access and Asset Management: Accurate management of user accounts, access permissions, IT assets, and licenses to maintain compliance and operational efficiency.
• Onboarding Efficiency: Timely preparation of IT devices, accounts, applications, and access for new employees to facilitate a seamless transition.
• Documentation Quality: Maintaining accurate, up-to-date technical documentation and reports to support audit trails and knowledge sharing.
• User Satisfaction: Achieving a high level of user satisfaction with IT support services through responsive and effective assistance.