IT Operations and Service Support Officer

About the role

The IT Operations and Service Support Officer reports to the Senior Systems Administrator and ensures the smooth functioning of the organization’s IT infrastructure. The role provides first‑ and second‑level technical support, maintains system availability, and contributes to continuous improvement of IT services.

Key responsibilities

• Monitor and maintain servers, networks, and storage systems, performing proactive health checks.
• Manage backups, disaster‑recovery procedures, and system performance reporting.
• Provide first‑ and second‑level support, log incidents, resolve service requests within SLA, and escalate complex issues.
• Administer user accounts, permissions, and access controls; apply patches and updates.
• Maintain IT asset inventory and related documentation.
• Implement security policies, monitor vulnerabilities, and support regulatory compliance.
• Prepare performance and incident reports, recommending efficiency improvements.
• Identify automation opportunities, participate in IT projects and system upgrades.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in IT operations and technical support (1 year for degree holders).
• Strong analytical thinking, customer‑service orientation, and ability to work collaboratively.
• Attention to detail and a commitment to continuous learning.

Required skills

• Windows Server administration
• Linux server administration
• LAN/WAN networking, firewalls and VPN
• Experience with ITSM tools such as ManageEngine, JIRA, and ServiceNow