The Technical Support Analyst will be part of a 24x7x365 Operations team responsible for monitoring, supporting, and maintaining enterprise infrastructure and applications. The role requires strong troubleshooting skills, operational discipline, and the ability to work in a time-sensitive, customer-facing environment. The candidate will support Windows, Linux, networking, monitoring platforms, and data Centre infrastructure while adhering to ITIL-based processes.

Duties and responsibilities

Provide first- and second-line operational support for infrastructure and systems in a 24x7 environment
Monitor infrastructure and applications using tools such as Nagios, OMD, PRTG, and cloud-based monitoring platforms
Perform Windows Server 2019 and Linux OS installation, administration, configuration, and troubleshooting
Manage Active Directory components including users, groups, policies, and profiles
Respond to incidents, alerts, and escalations in line with defined SLAs and operational procedures
Perform root cause analysis and provide clear incident updates to internal teams and customers
Support and troubleshoot network-related issues, including routing, switching, and firewall configurations
Work closely with internal teams, vendors, and stakeholders to resolve incidents and implement changes
Follow ITIL processes including Incident Management, Change Management, and Problem Management
Maintain accurate documentation, runbooks, and operational procedures
Participate in shift rotations, handovers, and on-call duties as required

Your skills, experience, and qualifications

Required
Good working knowledge of Windows Server 2019 and Linux OS administration
Proven experience in an IT operations or technical support role
Strong troubleshooting and analytical skills
Experience working in time-sensitive, customer-facing operational environments
Understanding of network fundamentals and exposure to: BGP, OSPF
IP Multicast (PIM-SM, IGMP)
Familiarity with network monitoring and management tools (Nagios, PRTG, etc.)
Exposure to enterprise-level Data Centre architecture and infrastructure
Excellent verbal and written communication skills
Willingness to work 24x7x365 scheduled shifts

Preferred

Knowledge or exposure to OpenVMS
Experience with Nagios, OMD, or cloud-based monitoring solutions
Linux scripting experience using Shell, Python, or Perl
Familiarity with Microsoft Office Suite and Power BI
Experience reviewing network documentation using Microsoft Visio
Hands-on experience with enterprise network vendors: Cisco, Arista, Juniper
Experience supporting:
Load balancers (F5, Citrix)
Firewalls (Palo Alto, Checkpoint, Cisco, Juniper)
Formal network certifications such as CCNA / CCNP or equivalent experience

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Technical Support Analyst