Network Support Technician

Key Roles and Responsibilities
1. Network and Firewall Administration

• Administer and maintain FortiGate firewalls, including firewall policies, VPNs, security rules, traffic monitoring, and firmware updates.
• Configure, monitor, and troubleshoot TP-Link Wi-Fi routers, wireless access points, and network switches.
• Perform network configuration, connectivity troubleshooting, performance monitoring, and preventive maintenance.
• Ensure network availability, security, and reliable connectivity across the organization.

2. Server, Cloud and Database Administration

• Administer AWS EC2 instances and Amazon S3 buckets, including access management, resource monitoring, security, and maintenance.
• Manage Microsoft SQL Server (MSSQL) database backups, restoration, and related maintenance activities.
• Monitor server performance, storage utilization, system availability, and resource usage.
• Ensure regular backups, periodic restoration testing, and timely updates of IT infrastructure components.

3. Identity, Access and Endpoint Security Management

• Administer JumpCloud for user identity management, device management, access control, and policy enforcement.
• Manage ESET Endpoint Security, including deployment, policy configuration, security updates, threat monitoring, and incident resolution.
• Administer Google Workspace email services, user accounts, access permissions, and Mobile Device Management (MDM).
• Manage user onboarding, offboarding, account provisioning, access revocation, and password-related support.

4. Wi-Fi, Biometric and Access Control Systems

• Administer Spectra and ESSL biometric attendance systems and facial recognition devices.
• Manage device configuration, user enrollment, synchronization, connectivity, and troubleshooting.
• Maintain access control devices and ensure accurate attendance data synchronization with relevant applications.

5. CCTV and Surveillance Systems

• Administer and maintain CCTV cameras, Digital Video Recorders (DVRs), and Network Video Recorders (NVRs).
• Monitor system health, recording status, storage capacity, camera connectivity, and playback functionality.
• Troubleshoot surveillance issues and coordinate repairs, replacements, and maintenance when required.

6. NAS, Storage and Backup Management

• Administer Synology NAS devices, including shared folders, storage management, user permissions, access controls, and backup configurations.
• Monitor storage utilization and system health.
• Maintain backup schedules and verify data availability and recovery procedures.

7. Communication and Collaboration Systems

• Administer Grandstream IP phones, VoIP systems, extensions, and related communication infrastructure.
• Configure and troubleshoot IP telephony, call connectivity, and voice communication issues.
• Administer Zoom accounts, user access, meeting settings, and related technical support.
• Maintain reliable communication and collaboration services for users.

8. IT Applications and Specialized Equipment

• Administer and troubleshoot the Currentware and SSTM applications, including user access, configuration, updates, and coordination with application vendors where required.
• Manage smart boards and their operating systems (OS), including configuration, updates, connectivity, and troubleshooting.
• Maintain Fujifilm multifunction copier machines, including scanning, printing, network connectivity, and user access.
• Administer card printers and troubleshoot printing, connectivity, and configuration issues.
• Provide technical support for Enets machines and Tally-related systems, including configuration, access, and coordination with relevant vendors.

9. Hosting, Domain and Website Infrastructure

• Manage domain registrations, renewals, DNS records, and hosting services.
• Monitor hosting availability and troubleshoot domain, website connectivity, and related infrastructure issues.
• Coordinate with hosting providers and service vendors to ensure uninterrupted service.

10. IT Infrastructure Maintenance and Technical Support

• Perform day-to-day troubleshooting, configuration, installation, upgrades, patching, and preventive maintenance of IT infrastructure.
• Ensure operating systems, network devices, security tools, and infrastructure components are updated on time.
• Identify recurring technical issues and implement corrective and preventive measures.
• Maintain IT asset inventories, configuration records, network documentation, and maintenance logs.
• Provide technical support to employees and coordinate with vendors for escalated issues.
• Monitor IT infrastructure performance and take proactive measures to prevent service interruptions.

11. Audit, Compliance and Information Security Support

• Support internal and external audits related to network infrastructure, information security, and IT operations.
• Assist in the implementation, maintenance, and documentation of DPTM, ISMS (Information Security Management System), and BCMS (Business Continuity Management System) requirements.
• Support EduTrust-related compliance activities concerning IT infrastructure, network security, data protection, and access control.
• Maintain audit evidence, IT policies, access records, backup reports, incident logs, and other required documentation.
• Assist in risk assessments, vulnerability remediation, business continuity planning, and disaster recovery activities.
• Ensure IT operations comply with organizational policies, security standards, and applicable compliance requirements.

Key Performance Expectations

• Ensure the availability and reliability of network infrastructure and critical IT systems.
• Complete routine maintenance, security updates, and configuration changes within defined timelines.
• Maintain regular backups and verify recovery readiness for critical systems and databases.
• Resolve IT incidents promptly and minimize downtime and disruption to business operations.
• Maintain accurate IT documentation and audit-ready records.
• Support information security, business continuity, and compliance requirements.
• Deliver effective technical support to users and coordinate timely resolution of vendor-dependent issues.

Required Skills and Competencies

• Strong knowledge of network administration, firewall management, switching, and wireless networking.
• Practical experience in IT infrastructure, endpoint security, cloud administration, and backup management.
• Knowledge of identity management, email administration, MDM, CCTV, biometric systems, and IP telephony.
• Understanding of database backup and restoration, NAS administration, hosting, domains, and DNS.
• Experience in IT, Network troubleshooting, preventive maintenance, security updates, and incident management.
• Good documentation, communication, coordination, and problem-solving skills.
• Ability to manage multiple IT, Network systems, prioritize incidents, and maintain operational continuity.

LAN Cabling and Server Room Management

• Perform LAN cable laying, labeling, crimping, termination, testing, and cable dressing to ensure proper network connectivity and organized cabling infrastructure.
• Maintain structured cabling systems, network racks, patch panels, switches, and cable management accessories.
• Ensure proper cable identification, labeling, routing, and documentation in accordance with established IT infrastructure standards.
• Maintain the server room in a clean, organized, secure, and professional condition, following applicable infrastructure and safety standards.
• Monitor server room environmental conditions, including temperature, ventilation, cooling, power supply, UPS, and physical access controls.
• Ensure proper rack arrangement, equipment placement, cable segregation, and accessibility for maintenance and troubleshooting.
• Conduct periodic inspections and preventive maintenance of LAN cabling, network racks, and server room infrastructure.
• Maintain updated network diagrams, cable mapping records, rack layouts, and infrastructure documentation.
• Identify and rectify cabling issues, physical connectivity faults, and infrastructure risks to ensure reliable network operations.

Multi-Site IT Infrastructure Support

• Provide IT infrastructure and network support across multiple organizational locations or sites whenever required.
• Coordinate the installation, configuration, maintenance, troubleshooting, and upgrading of IT systems and network infrastructure at different sites.
• Ensure consistent implementation of IT policies, security standards, configurations, and maintenance procedures across all locations.
• Travel to different sites as required to resolve technical issues, perform preventive maintenance, support audits, and implement IT infrastructure changes.
• Coordinate with local teams, service providers, and vendors to ensure the smooth functioning of IT operations across all locations.

Job Requirements:

• Experienced in sourcing, validating and providing cost-effective securitysolutions
• Always up to date with the latest security threats and solutions
• Strong time management and organisational skills
• Shift work - must be available to support 24/7 (Online for contingencypurposes/Onsite at all times)
• Must be able to work on weekends and Public Holidays to supportscheduled system maintenance (rest days will be scheduled duringweekdays)
• Must travel to all branches of the organisation regularly as scheduled tosupport networking/continuity needs/issues

Overall Responsibility

Ensure the secure, reliable,and uninterrupted operation of the organization's IT and network infrastructure by proactively managing network devices, security systems, servers, cloud resources, business applications, communication systems, and end-user technology, while supporting audit,compliance, and business continuity requirements.