IT Support - Infrastructure

Responsibilities

• Maintain the operational health of office infrastructure devices, including but not limited to:
• Network switches (such as: Unifi, Cisco, and generic brands)
• Wireless access points and their optimization strategies

Firewall devices and basic firewall rule management

• Perform first-line troubleshooting and direct root cause analysis for infrastructure-related issues reported by users, such as: connectivity drops, network performance degradation, and access failures.
• Maintain healthy escalation lines to the L2 Infrastructure team when issues exceed first-line resolution scope or require configuration changes beyond the approved baseline.
• Maintain the integrity of infrastructure-related IT Ops procedures and policies, such as:
• Device lifecycle and asset tracking for all infrastructure hardware in scope
• Incident registration, resolution, and escalation through proper ticketing channels
• Change documentation for any configuration applied to managed devices
• Maintain asset data integrity at all times, for all infrastructure hardware types in scope.
• Maintain a regular update line to the IT team, especially Leads and Managers, on the status of open infrastructure issues and ongoing tasks.
• As the on-site representative for infrastructure matters, maintain good working relationships and professional communication with all site stakeholders.

About you

• Bachelor's Degree or Diploma in Information Technology, Computer Networks, Telecommunications, or related fields.
• At least 2 years of hands-on experience working with office network infrastructure, such as: configuring or troubleshooting switches, access points, or firewall devices.
• Basic working knowledge of networking fundamentals, including: IP addressing and subnetting, VLANs, DHCP, DNS, and Wi-Fi connectivity concepts.
• Exposure to or familiarity with infrastructure platforms used in enterprise office environments, such as: Unifi (UniFi Controller / Network Application), Cisco IOS CLI, or similar.
• Aptitude towards structured troubleshooting — able to identify symptoms, isolate root causes, and document findings clearly.
• High sense of ownership of assigned tasks and devices; able to operate with clear direction and escalate proactively when blockers arise.
• Possess awareness of organizational escalation mechanisms, such as when to engage L2 support versus resolving independently.
• Willing to perform on-site work and occasional after-hours tasks when infrastructure maintenance requires minimal business disruption.
• #LI-RR1