Job Description

Job Overview

We are seeking a skilled and proactive Senior IT Support Engineer to join our IT team. This role requires a hands-on, experienced professional who will provide high-level technical support and administration in the areas of desktop support, network cabling and administration, VoIP support, asset management and firewall administration for all national branches. The Senior IT Support Engineer will play a critical role in ensuring the smooth and efficient operation of IT services across the organisation, resolving complex issues, and providing strategic guidance for system improvements.

Key Responsibilities

Desktop Support:

Provide advanced troubleshooting, support, and resolution for end-user issues related to desktops, laptops, and mobile devices.


Install, configure, and maintain operating systems, hardware, and software.


Diagnose and resolve hardware and software conflicts, ensuring minimal downtime for end-users.


Perform routine system updates, patches, and backups to maintain optimal performance and security.


Ensure proper documentation of desktop environments, configurations, and user setups.

Network Administration:

Manage and maintain network infrastructure, including switches, routers, firewalls, and wireless access points across all national branches.


Monitor network performance, troubleshoot connectivity issues, and ensure reliable and secure network operations.


Perform regular network audits and capacity planning to ensure scalability and efficiency.


Provide timely network incident response and recovery in the event of outages or security breaches.

Firewall Administration:

Administer, configure, and maintain firewall appliances to secure network traffic and prevent unauthorised access.


Monitor firewall logs and activity to detect potential security breaches or vulnerabilities.


Regularly update firewall configurations to align with organisational security policies and industry best practices.


Troubleshoot and resolve firewall-related connectivity or security issues.

VoIP Support:

Install, configure, and maintain VoIP systems and equipment across the organisation.


Provide ongoing support for VoIP systems, including troubleshooting call quality, system outages, and connectivity issues.


Monitor VoIP network performance and optimise configurations for scalability and reliability.


Provide training and support for end-users in utilising VoIP features and functions.

Asset Management:

Manage IT asset lifecycle, including procurement, inventory, deployment, and disposal of hardware and software.


Maintain detailed and up-to-date records of IT assets, ensuring compliance with organisational policies and industry standards.


Coordinate the tracking of hardware warranties, renewals, and license management.


Work with finance and procurement teams to ensure cost-effective management of IT resources.

Network Cabling:

Oversee the design, installation, and maintenance of network cabling infrastructure across all national branches.


Ensure network cabling meets industry standards for performance, scalability, and safety.


Troubleshoot and resolve cabling-related issues, including poor connectivity, signal interference, and physical damage.


Provide documentation for network cabling layouts and infrastructure configurations.

General Responsibilities:

Provide support for escalated IT issues and system outages.


Develop and maintain comprehensive documentation for IT processes, policies, and systems.


Assist in the deployment, configuration, and maintenance of IT infrastructure and applications.


Evaluate new technologies and recommend improvements to existing systems for enhanced efficiency and security.


Ensure compliance with company policies, procedures, and best practices for IT services and support.


Support IT projects and initiatives related to system upgrades, migrations, and new technology integrations.


Train and guide end-users in IT-related processes and tools.

Qualifications and Skills

Experience

: Minimum of 5 years of experience in IT support, with at least 2 years in a senior or lead role focused on desktop support, network administration, VoIP support, firewall administration, and asset management.

Education

: Diploma/Bachelors degree in Information Technology, or a related field, or equivalent professional experience.

Certifications

: Industry-recognised certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA) or equivalent certifications preferred. Firewall certifications (e.g. Fortinet) are a plus.

Technical Skills

:


Strong knowledge of Windows and macOS operating systems and troubleshooting.


Proficient in networking concepts, TCP/IP, DNS, DHCP, VPN, and LAN/WAN technologies.


Knowledge of network security best practices, including firewall configuration and management.


Expertise in VoIP systems configuration, support, and troubleshooting.


Familiarity with network cabling standards and infrastructure design.


Experience with remote support tools and endpoint management solutions.

Problem Solving

: Excellent diagnostic and problem-solving skills, with the ability to prioritise and resolve issues efficiently.

Communication

: Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.

Customer Focus

: Ability to provide high-level customer service with a focus on user satisfaction.

Working Conditions

Full-time, on-site position with potential for occasional after-hours support during critical incidents or system maintenance windows.


Occasional travel may be required to support national branches.