Network Support Officer at Watu Credit | July 2024

Job Purpose

As a Network Support Officer you will be responsible for supporting operations in the head office and branches within the framework and policies of the IT department. The network Support Officer’s position is to work with escalated infrastructure and networking tickets and solution requests that need attention, as well as to maintain system administration, network infrastructure maintenance and set up scopes. This role is critical as this individual directly affects the capabilities of smooth and continuous business operations.

Responsibilities and Duties

1. Junior Network administration

1. Responsible for support and maintenance of company computer systems. Troubleshooting problems, configuring hardware and software, implementing and adapting new tools and setups.
2. Implementation and maintenance of the network infrastructure and administration of  the environment – such as routers, switches, firewalls and others.
3. Ensure end user support in all network related issues including creating solutions to minimise recurrences of network related incidences. 
4. Completing system installs and upgrades. Installing new systems and implementing upgrades as needed. Conducting consistent analyses of a company’s computer systems to determine if existing components meet the company’s needs and perform upgrades or updates as needed.
5. Technical support and maintenance of the office equipment – such as printers, scanners, and peripherals.
6. Support and maintenance of the local call centre system infrastructure, integration and troubleshooting in the company’s call centre system solution.
7. Implementation and maintenance of the network infrastructure and endpoint safety. 
8. Work hand in hand with Senior Network and Infrastructure Administrator on day-to-day networking tasks to ensure network reliability, availability and serviceability within minimal interruption.
9. Performing regular evaluations and reviews of the Network infrastructure and user rights, performance tests.
10. Work closely with management in relevant IT project management – budgeting, pipelining, distribution of tasks, team alignment, follow ups and reports.
11. Investigation and implementation of new tools and systems according to department and process needs.
12. Preparation and reporting network data analysis and incident reports.
13. Management of Data Centre Networking components, WAN, Internet, Network Security Infrastructure and 3rd Party connectivity. 

     B. General 

14. Follow Company and IT department internal policies
15. Prepare internal reports

Key performance indicators 

1. To respond 100% of assigned Network tickets within the SLA average
2. To solve 85% of assigned network tickets within the SLA average
3. To have 100% of network incidents investigated and incident report provided within 3 workdays
4. To ensure Watu network and infrastructure uptime is at 99.9%.
5. Daily uptime report to be certified by Senior Network and Infrastructure Administraton

Qualifications

Education level:

Degree/diploma in IT and relevant fields with relevant certifications such as CCNA or CCDA will be an added advantage. 

          C. Experience: 

Minimum of 2 years of experience in IT

Minimum of 2 year of experience in a similar role of system or network administrator or engineer

Technical skills:

1. Knowledge of hardware maintenance and troubleshooting technical and MS issues
2. Hands on experience with network infrastructure and configurations, ability to troubleshoot and perform maintenance.
3. Excellent skills with network cabling and assembly and set up of key network and infrastructure elements (server rack, Routers, APs, Switches, patch panels etc.)
4. Extended knowledge in one of the networking technology manufacturers products (Mikrotik, Ubiquiti, Cisco etc.)
5. Advanced understanding of networking with focus on TCP/IP, SDWAN, Data Center Networking, large scale VPN’s & Cloud based architectures.
6. Proficiency with Google products (Sheets, Docs, Slides, Drive), ability to use those tools for analytics and optimization of tasks and processes.
7. Experience and skills with Active Directory, MS Server, Linux server, VM setups and administration
8. Ability to set up and use advanced network monitoring tools (Wireshark, Zabbix, Grafana etc.)
9. Understanding of methodology of IT standards and Network/data safety, Firewalls (Fortinet, Sophos)
10. Experience with project management tools, such as Jira, Gitlab, Spiceworks and others will be considered as an advantage.
11. Experience in the architecture and design of corporate network solutions in a global environment
12. Experience in monitoring solutions
13. High interest in network and security topics and the ability to structure complex issues according to the target group
14. Experience in cooperation with external partners and service providers
15. Understanding of cultural differences; willing and able to work as part of a global team

Behavioural skills: 

1. Excellent communication skills – speech, presentation and written communication.
2. High attention to detail and internal quality control, good organisational skills.
3. Strong interpersonal skills and ability to work harmoniously in an organisation with diverse business operations.
4. Good interpersonal and teamwork skills.
5. Ability to analyse data and use it effectively in order to make constructive decisions and reach set objectives.

People & Leadership Skills 

• Must adhere to the company code of conduct
• Embraces, leads and embeds change
• Must actively demonstrate the values of Watu
• Must lead, attend and participate in team meetings
• Motivates, coaches and develops others
• Clear Communication and active listening skills
• Strong Ethics and Standards

WHAT WE OFFER:

• Be a part of an international, dynamic and  driven team that has set their aspirations high and work hard to achieve those
• Opportunities to learn and grow together with us
• Competitive compensation package 
• Health benefits

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!