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Team Tagline
About the role
We are seeking a proactive and service-oriented Network & Support Analyst to provide end-user support and ensure the stability, performance, and security of the organization's IT infrastructure. The role will oversee hardware and software support, troubleshoot technical issues, manage service requests, and support network operations in collaboration with the Network/Security Officer, ensuring seamless IT operations, business continuity, and an efficient digital workplace that enables productivity and collaboration across the organization.
Required Skills
Preferred Skills
Responsibilities
- Serve as the first point of contact for end-user technical support across hardware, software, and connectivity issues, ensuring timely resolution in line with SLAs.
- Troubleshoot and resolve incidents and service requests, escalating complex or recurring issues to appropriate teams.
- Install, configure, and maintain end-user devices (desktops, laptops, printers, mobile devices) and ensure optimal functionality.
- Manage end-user asset lifecycle, including inventory tracking, provisioning, and decommissioning of IT equipment.
- Support user onboarding and offboarding, including account creation, access provisioning, and workstation setup.
- Assist in managing user identity, access controls, and endpoint security configurations in line with IT policies.
- Deploy and maintain software applications, system updates, and patches across end-user environments.
- Support the monitoring, operation, and basic maintenance of network infrastructure (LAN/WAN, Wi-Fi, routers, switches, printers etc.) in collaboration with the Network/Security Officer.
- Assist in network configuration, troubleshooting, and incident management to ensure service availability and continuity.
- Contribute to security monitoring and evaluations, ensuring compliance with policies, standards, and best practices.
- Monitor service desk and network performance, analyze incident trends, and provide insights to improve service delivery and user experience.
- Maintain accurate documentation of support procedures, configurations, and resolutions, and prepare periodic performance reports.
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