POSITION OBJECTIVE

 · Responsible for support and troubleshooting of TPB Networks, Applications, Hardware, Wide Area Network (VPN/WAN), Servers and Domain controllers, all other networked hardware including the branch Networks to meet the TPB Network standards, demands and deadlines.

· Rendering assistance on ICT Networks security implementations, ensure the network is properly maintained by use of properly configured routers, switches, firewalls, Intrusion Detection Systems and Domain Controllers.

· Support end users and coordinate, guide and prepare standards to ensure reliability and availability of individual systems.

· Support all in place aspects of information systems security, by ensuring that they are operational.

· Support implementation of the system/level controls and maintain system documentation.

· Assist the Chief Manager on a day to day issues of managing TPB’s infrastructure which include Network, Hardware, and Software.

Essential Duties and Responsibilities:-

· Assist to maintain dynamic Network and its hardware configuration database by collecting, adding, removing or updating approved configuration unit changes (PCs, Printers, Servers, modems, wireless terminals, etc.) and maintaining documentation of new and existing network infrastructure.

· Assist maintenance of data center resources as a result of reducing server risk by identifying, quantifying, documenting and escalating issues that may lead to Data center non-availability.

· Support working with vendors, service providers, and other technology groups to resolve problems;

· Provide support to Help-Desk and other support officers on LAN/WAN, servers, PCs, printers, scanners, availability calls.

· Providing the support for domain administration tasks as required by the bank’s security policies, performance requirements, and industry best practices.

· Assist and support of appropriate server backup methodologies and technologies.

· Participate in ensuring high availability of production IBM infrastructure and servers by direct use of and implementation of various IBM technologies and supporting methodologies.

· To assist in the development and implementation of system policies, procedures, standards and controls to ensure data accuracy and security that they comply with the legal and regulatory requirements.

· To ensure that TPB ICT complies with existing ICT-Policies, procedures and processes requirements and embed Risk Management principles within its operations.

· Work with other Directorates and section within ICT to facilitate preparation and simulation of disaster recovery action plan for Business Continuity on hardware, software and networks’ availability as well as other systems that depend on them.

· To provide adequate support in the maintenance of the network infrastructure.

· To support routine ICT tasks including Night Processing, systems’ users access administration, regular ICT maintenance services and Standby Support.

· Assist in maintaining and providing support to the DRS systems that are operational and available.

· Assist in implementation and support of power systems to make sure that the data centre and DRS system can be supported by the power standby system (UPS) within a certain time period which allows graceful shutdown of servers and peripherals to avoid damages during power outages.

· Assist in implementation and support of security systems at both data centres and branches these include CCTV, intruder alarms, access controllers physically and logically, should assure that at all times they are working and provides reports when needed.

· Contribute to Risk (fraud) identification and mitigation methods by following Risk and ICT standards and practices for risk management

· Recommend ICT cost reduction strategies by analyzing IT service cost structures.

· To provide training to staff in use of network services, e-mail, internet, VoIP and other administrative systems.

· To do any other job as may be assigned from time to time.

Skills / Attributes

(i)                  Strong interpersonal skills.

(ii)               (Possession of experience in Helpdesk Support and Customer services is strongly desired.

(iii)              Ability to provide first line technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

(iv)              Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

(v)                (Completing tasks within deadlines.

(vi)       Strong troubleshooting/problem assessment skills.

(vi)              (Working knowledge of common operating systems and software applications.

Education: Bachelor Degree/Advance Diploma in Computer science, Information Technology, and Telecommunication Science or Engineering.

Experience:

· 3-5 years of experience in ICT field, solid experience in network systems installation, configuration, and support.

· Experience of working with Linux / UNIX, MS-Windows Servers and workstations environments and office automation applications.

· Added skills and certifications MCSE and Linux, CCNA Skills / Attributes

· Strong leadership & people management skills

· Strong technical skills in hardware and software

· Prioritize tasks and organization

· Can work independently with minimal supervision

· Adherence to the regulations and company policies