Technical Support Specialist

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-premise 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