Systems Support Officer- Web Services, ABU Technology - IT

About the role

The Systems Support Officer – Web Services supports the operation, maintenance, and service improvement of web services, applications, systems, and related IT platforms. The role provides technical support, monitors system performance and availability, performs routine system administration and maintenance, supports deployments, and maintains technical documentation to ensure reliable and secure service delivery. The role operates across a range of technologies and platforms, including Linux, Apache, PHP, MySQL/MariaDB, WordPress, AWS services, ITSM/CMDB platforms, and related web infrastructure, security, and monitoring tools.

Key responsibilities

• Provide day-to-day technical support for ABU's web services, applications, systems and related IT platforms, including receiving, prioritising, troubleshooting and resolving user requests through the helpdesk or service management system.
• Assist in the administration, monitoring and maintenance of web hosting environments, servers, databases, applications and associated infrastructure to ensure availability, performance, security and reliability.
• Support the deployment, configuration, and routine maintenance of websites, web applications, open-source solutions and cloud-based services, including staging and production environments where applicable.
• Carry out regular system checks, updates, backups, patching and basic security controls in line with organisational procedures and good IT practice.
• Administer and maintain Linux-based hosting environments, cloud infrastructure, and ITSM/CMDB platforms, including configuration, asset and service management, reporting, automation and continuous service improvement.
• Maintain accurate records of incidents, service requests, system configurations, assets, changes and technical documentation to support effective tracking, reporting and knowledge sharing.
• Monitor system and service performance, identify recurring issues, escalate complex matters when required, and recommend practical improvements to enhance service quality, efficiency and reliability.
• Coordinate with internal users, technical colleagues, vendors and other departments to communicate service updates, maintenance activities, outages, resolutions and follow-up actions clearly and promptly.
• Support compliance with relevant organisational policies, procedures and standards relating to information security, data protection, system access, change control and operational documentation.
• Undertake any other related duties assigned by the Manager, IT or the Director, Technology and Innovation to support ABU’s technology operations and organisational objectives.

About you

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related discipline.
• 2–3 years of relevant experience in IT support, systems support, web services, application support, system administration, or a similar technical support role.
• Working knowledge of operating systems, web hosting environments, databases, networks, cloud services, and common IT infrastructure.
• Experience handling technical support requests, troubleshooting issues, recording and tracking incidents, escalating complex problems, and following up on service requests through a helpdesk or IT service management process.
• Ability to support the deployment, configuration, and routine maintenance of websites, web applications, open-source solutions, cloud services, and related systems.
• Basic knowledge of IT security and operational practices, including access control, backups, patching, SSL certificate management, and secure system administration.
• Ability to maintain accurate technical documentation and system records, including asset, configuration, change, and operational information.
• Good analytical, troubleshooting, communication, and coordination skills, with the ability to work effectively with technical and non-technical users.
• Good written and spoken English.
• Willingness to work outside regular office hours when required for scheduled maintenance, upgrades, urgent support, or issue resolution.