IT Infrastructure Support

Job Description – IT Infrastructure Support

Job Title

IT Infrastructure Support Officer

Department

Information Technology

Reports To

IT Infrastructure Manager

Job Purpose

To provide effective day-to-day support, monitoring, and maintenance of the organization’s IT infrastructure, ensuring the availability, reliability, security, and performance of network, server, end-user computing, and related IT services.

Key Responsibilities

• Provide first- and second-level technical support for IT infrastructure-related issues.
• Monitor and maintain servers, network devices, switches, access points, firewalls, and other infrastructure components.
• Support the administration of Windows Server, Active Directory, DNS, DHCP, Group Policy, and related Microsoft services.
• Assist with network configuration, troubleshooting, and connectivity issues across offices and remote locations.
• Support Microsoft 365 services, including user accounts, email, licensing, and basic administration.
• Perform routine system health checks, backups, updates, patching, and maintenance activities.
• Assist in the deployment, configuration, and maintenance of computers, printers, network devices, and other IT equipment.
• Monitor infrastructure performance and escalate critical incidents to the appropriate technical team or vendor.
• Maintain accurate documentation of infrastructure configurations, assets, network diagrams, and support activities.
• Assist with IT security activities, including access control, endpoint protection, password policies, and security monitoring.
• Support infrastructure projects, upgrades, migrations, and technology implementations.
• Work with vendors and service providers to resolve hardware, software, network, and connectivity issues.
• Ensure IT incidents and service requests are properly logged, tracked, and resolved within agreed service levels.
• Participate in scheduled maintenance, system upgrades, and occasional after-hours support where required.
• Perform other IT infrastructure duties assigned by the IT Manager.

Required Qualifications

• Bachelor’s degree or HND in Computer Science, Information Technology, Computer Engineering, or a related field.
• Relevant professional certifications such as CCNA, Microsoft, CompTIA, Fortinet, or equivalent will be an advantage.
• 2–4 years of relevant experience in IT infrastructure, network support, systems administration, or a similar role.

Technical Skills

The successful candidate should have working knowledge of:

• Windows Server and Active Directory
• Microsoft 365 administration
• TCP/IP networking, DNS, DHCP, VLANs, and routing
• LAN/WAN and Wi-Fi troubleshooting
• Cisco/Fortinet or similar network and security technologies
• Desktop and Windows operating system support
• Virtualization technologies such as VMware or Hyper-V
• Backup and disaster recovery concepts
• IT security and endpoint protection
• Hardware and peripheral troubleshooting
• IT monitoring and ticketing systems

Key Competencies

• Strong troubleshooting and problem-solving skills
• Good communication and interpersonal skills
• Ability to prioritize and manage multiple incidents
• Good documentation and reporting skills
• Attention to detail
• Ability to work independently and as part of a team
• Customer-service orientation
• Willingness to learn and adapt to new technologies

Performance Indicators

• Infrastructure availability and reliability
• Timely resolution of IT incidents and service requests
• Compliance with IT security and operational procedures
• Successful completion of assigned infrastructure tasks and projects
• Accuracy of infrastructure documentation
• User satisfaction with IT support services

Work Location: In person