Technical Support Officer (Shift Work - West)

Responsibilities Provide primary technical support and assistance to end-users for live systems, ensuring prompt resolution of incidents and minimizing service downtime. Resolve software and system issues related to remote devices, servers, networks, and security systems to maintain operational stability and security. Perform routine system administration, maintenance, health checks, patching, and configuration management activities. Monitor system performance and generate operational reports to support system reliability and continuous improvement. Troubleshoot technical issues, provide user support, and escalate unresolved issues to the appropriate support teams or vendors. Support users with login issues, password resets, and access management requests. Assist in incident management, root cause analysis, and implementation of corrective and preventive actions. Support and maintain network infrastructure and security systems, ensuring compliance with operational and security requirements. Assist in the administration and maintenance of AWS cloud infrastructure, including monitoring, connectivity, and troubleshooting of cloud-hosted services. Requirements Minimum Diploma in Information Technology, or equivalent qualification. Technical expertise in Windows Server Administration (Server 2019 or later) and Windows Operating Systems. Proficiency in Microsoft Office applications. Experience with network infrastructure, network security, firewalls, switches, routers, and VPN technologies is preferred. Basic understanding or hands-on experience with AWS Cloud services, including EC2, VPC, Security Groups, Route Tables, IAM, CloudWatch, VPN, and cloud networking concepts. Familiarity with cloud infrastructure monitoring, troubleshooting, and incident handling in AWS environments is an advantage. Ability to support technical change management processes and work closely with internal teams and stakeholders. Knowledge of cybersecurity best practices and security hardening principles is an advantage. Ability to work independently as well as collaboratively within a team environment. Reliable, self-motivated, and capable of working with minimal supervision. Willingness and availability to work on rotating shifts.