Technical Support Officer (Corporate Office, Kingston)

The Technical Support Officer is responsible for delivering comprehensive technical support across the organization focusing on Windows servers, Fortinet devices, the SAP application and Anti-Virus support. The incumbent will provide support to all users across the organization, as required.

Key Responsibilities:

Windows Server Management

• Install, configure, and maintain Windows Server operating systems, both physical and virtual;

• Proactively monitor server performance, identifying bottlenecks, and optimizing resource allocation; • Diagnose and resolve server-related hardware and software issues;

• Implement and maintain security protocols, managing user access, and ensuring compliance with security standards;

• Implement and manage data backup and recovery;

• Apply regular software and security updates to maintain system stability and security;

• Create and maintain technical documentation for server configurations, procedures and troubleshooting steps.

Fortinet Support

• Diagnose and resolve technical issues related to Fortinet products, including firewalls, switches, and wireless solutions;

• Maintain and troubleshoot Fortinet devices;

• Maintain security policies and procedures to protect the network infrastructure from cyber threats;

• Monitor network performance and security, and identify potential issues;

• Create and maintain documentation for network configurations, troubleshooting procedures, and security policies.

SAP Administration & Support

• Address user issues and provide timely support for SAP-related problems;

• Manage user accounts, roles, and authorizations within the SAP system;

• Create and maintain user documentation;

• Configure SAP systems to support business processes;

• Continuously monitor and enhance SAP system performance and conduct the necessary maintenance.

Enterprise Anti-Virus Support

• Diagnose and resolve issues related to the enterprise antivirus software, resolving conflicts with other software, and addressing performance problems;

• Ensure the antivirus software is properly configured, updated, and maintained to provide optimal protection against threats;

• Create and maintain documentation related to the antivirus software;

• Generate reports on antivirus performance and threat activity.

Information Security

• Safeguarding company data by implementing security controls, monitoring for security incidents, and responding to threats.

Disaster Recovery

• Maintain disaster recovery plans, updating and testing them regularly to ensure business continuity.

Key Competencies:

• Effective leadership skills;

• Strong technical knowledge and expertise;

• Detail-oriented;

• Excellent time management skills;

• Effective oral and written communication skills;

• Excellent problem-solving skills.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field

• Minimum of 3 years of experience in technical support or IT infrastructure management