IT infrastructure and technical support supervisor
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Job Description
Duties & Responsibilities
Operational Responsibilities
Design implement and maintain systems infrastructure including servers storage network devices and virtualization environments.
Diagnose and resolve complex IT and infrastructure issues escalated beyond first and secondlevel support.
Monitor system and network performance troubleshoot proactively and ensure high availability.
Ensure systems security by implementing best practices protocols and tools to prevent unauthorized access.
Manage configure and optimize firewalls ensuring network security and compliance with organizational policies.
Perform regular backups and disaster recovery procedures ensuring business continuity.
Develop and maintain uptodate documentation for systems architecture infrastructure configurations troubleshooting procedures and support processes.
Automate tasks to improve efficiency and monitor their effectiveness.
Evaluate and recommend hardware software and infrastructure solutions for improved performance and reliability.
Oversee the technical support function to ensure timely resolution of technical support tickets and user satisfaction.
Implement and enhance IT support processes and tools such as ticketing systems and knowledge bases.
Financial Responsibilities
Track monitor and optimize IT infrastructure and technical support costs.
Provide financial recommendations for IT investments costsaving strategies and procurement decisions.
Negotiate contracts with vendors to ensure costeffective purchasing.
Team Management Responsibilities
Lead mentor and develop a team of infrastructure engineers and technical support staff.
Assign tasks monitor performance and conduct performance evaluations.
Identify training needs and implement professional development programs to enhance team capabilities.
Foster a positive and collaborative work environment that motivates team members to achieve goals.
Set clear objectives provide ongoing feedback and establish KPIs for team success.
Customer Service Responsibilities
Ensure customer satisfaction by improving IT services resolving escalated complaints and conducting regular communication with stakeholders.
Collect and analyze user feedback to enhance technical support and infrastructure services.
Build and maintain strong relationships with endusers and internal customers to understand their requirements.
Requirements
Qualifications
Education :
Bachelor s degree in Computer Science Information Technology or a related field.
Experience:
Minimum 5 10 years of experience in IT infrastructure technical support or a similar role.
Proven experience with firewalls (configuration optimization and monitoring).
Experience with virtualization technologies (e.g. VMware HyperV).
Certificates:
Professional certifications (e.g. CCNA MCSE ITIL) are required.
Certifications in firewalls (e.g. Fortinet Palo Alto or similar) are a plus.
Certifications in cloud platforms (e.g. AWS Azure Google Cloud) are a plus.
Employment Type
Full Time
