Duties & Responsibilities
1. Team Support & Technical Escalation
- Act as the primary technical escalation point for complex infrastructure, security, and network incidents.
- Oversee the diagnosis, troubleshooting, and resolution of hardware, software, and network problems, including budgetary control, problem resolution, and information security.
- Ensure proper documentation of issues, solutions, and system changes in the ticketing system.
- Coordinate system updates, patches, and new technology deployments across the organisation.
- Administer disaster recovery plans and ensure the organisation remains functional in adverse scenarios.
- Determine the rationale and methods for upgrading company network software with each vendor release.
- Maintain a comprehensive understanding of network architecture and client/server technology.
- Monitor system performance and analyse recurring issues to prevent future incidents.
- Track and report on KPIs such as response times, ticket closure rates, and resolution metrics.
- Coordinate team task schedules and provide regular updates to the IT Manager.
2. Infrastructure & System Administration
- Install, configure, maintain, and support all IT hardware, infrastructure, network equipment, and related services.
- Oversee server and workstation maintenance, patching, monitoring, and administration.
- Administer virtualisation platforms, including VMware and equivalent technologies.
- Manage Microsoft Active Directory, clustering technologies, and SAN/NAS storage subsystems.
- Administer SQL databases, including backup, recovery, maintenance, and performance monitoring.
- Support retail hardware, including POS devices across the outlet network.
- Review system diagnostics regularly and assess the functionality and efficiency of all IT systems.
- Evaluate and implement system and network software upgrades aligned with business needs and vendor releases.
3. Cloud Infrastructure – AWS & GCP
- Own and administer AWS and GCP environments, including IAM, compute, storage, networking, and security services across both platforms.
- Deploy and govern AWS security services, including GuardDuty, Security Hub, CloudTrail, Config, Inspector, and WAF.
- Manage GCP Security Command Center, Cloud IAM, VPC, firewall rules, and AWS administration.
- Provision all cloud resources via Terraform IaC and maintain infrastructure-as-code for all cloud environments.
- Monitor cloud costs across both platforms, set budget alerts, and optimise spending monthly.
- Own cloud disaster recovery, including multi-region failover design, RTO/RPO targets, backup scheduling, and quarterly restore testing.
- Deliver monthly cloud health and cost reports.
4. Security Management & Cybersecurity
- Monitor all servers, networks, cloud environments, and endpoints for security issues and suspicious activity.
- Investigate security breaches and cybersecurity incidents within two hours and maintain a structured incident response log.
- Design and maintain Trend Micro Vision One playbooks to automate threat response and reduce MTTR.
- Conduct regular vulnerability scans, track and remediate findings within agreed SLAs, and produce monthly reports for the IT Manager.
- Perform penetration testing to proactively identify and address system weaknesses, and document findings and remediation.
- Apply CIS/NIST hardening baselines to all operating systems, servers, and cloud infrastructure.
- Develop and enforce company-wide IT security best practices across all platforms.
- Work with the security team to perform tests, uncover network vulnerabilities, and fix detected issues promptly.
5. Firewall & Network Security Administration
- Administer all firewall platforms, including Palo Alto PAN-OS, Fortinet FortiGate, SonicWall, and Cisco Meraki.
- Manage and maintain firewall policies, review logs daily, and conduct quarterly rule reviews and clean-up with formal reporting.
- Manage VPN and remote access, including user provisioning, access reviews, and security configuration.
- Administer LAN/WAN infrastructure, including the configuration of VLANs, switches, and routers, and optimise network performance.
- Ensure information security compliance and enforce best practices across all network operations.
6. Business Continuity & Disaster Recovery
- Administer and test disaster recovery plans to ensure organisational continuity under adverse conditions.
- Maintain backup, restoration, and recovery procedures for all critical systems and infrastructure.
- Co-lead DR drills, coordinate execution, conduct quarterly recovery testing, and update DR runbooks based on findings.
7. Lark Platform, Bot Development & Automation
- Own Lark user administration, DLP policies, backup, data retention, and quarterly security hardening audits.
- Design and build Lark Bots for infrastructure monitoring alerts, security incident notifications, and IT approval workflows.
- Write Python scripts for security automation, webhook triggers, and bot backend logic.
- Build and maintain a centralised monitoring dashboard covering server health, network status, firewalls, and cloud environments.
8. Process Management, Vendor & Reporting
- Develop and maintain IT support procedures, documentation, and knowledge base articles.
- Identify areas for process improvement and implement strategies to enhance operational efficiency.
- Collaborate with IT leadership to design and enforce IT policies and security protocols.
- Develop positive vendor relationships, escalate and resolve advanced issues, and ensure service continuity and SLA compliance.
- Monitor emerging network and security technologies and deliver quarterly technology updates to the IT Manager and leadership.
- Ensure compliance with organisational standards and applicable regulatory requirements.