Product Support Engineer

SUMMARY:
If you are a Support Engineer who enjoys your daily tasks but also has a knack for people and interaction, this role offers the perfect balance. You'll not only troubleshoot and maintain systems but also engage with clients, ensuring smooth operations and secure communications.

POSITION INFO:
Duties and Responsibilities

• Secure Email Administration: System implementation, maintenance and support to a diverse base of platforms (desktop and mobile) and varied user requirements. Use of email administration expertise in the deployment and support of this product suite.
• Secure Messaging Administration: System implementation, maintenance and support to a diverse base of platforms (desktop and mobile) and various user requirements.
• Network Maintenance and Administration: Regularly perform maintenance tasks and updates to ensure networks operate smoothly. This includes managing, configuring, and monitoring vital network equipment such as routers, switches, firewalls, and VPNs.
• Troubleshooting and Problem Solving: Diagnose and resolve product and systems issues efficiently. This involves identifying the root cause of operational disruptions and implementing solutions to prevent future problems.
• Security Management: Implement and manage security measures to protect data and infrastructure from cyber threats. This includes configuring products, email, and firewalls, managing access controls, and conducting regular security audits.
• Technical Support and Guidance: Provide technical support to users facing networking issues. This may involve direct troubleshooting or guiding users through steps to resolve problems.
• Documentation and Reporting: Maintain detailed documentation for product configurations, procedures, and changes. Prepare reports on status, incidents, and performance for stakeholders.
• Collaboration with Vendors: Liaise with vendors and service providers for the procurement of equipment and services.

• Technical Proficiency: In-depth knowledge of ICT technologies, including Email, Messaging LAN/WAN, TCP/IP, VPN, DHCP, DNS, and other networking protocols.
• Problem-solving skills: Ability to quickly identify and troubleshoot network issues and provide effective solutions.
• Communication Skills: Clear verbal and written communication skills to interact with team members, stakeholders, and non-technical personnel, explaining technical details in an understandable manner.
• Analytical Skills: Strong analytical abilities to analyse ICT-related issues on function and performance, understand complex networks and systems, and predict potential issues.
• Attention to Detail: Keen attention to detail to identify discrepancies in network performance and security.
• Project Management Skills: Ability to manage ICT-related projects, including upgrades, migrations, and installations, often within specific timelines.
• Teamwork and Collaboration: Ability to work effectively in a team and collaborate with other departments on network-related issues.
• Adaptability: Staying current with the latest in technology and security trends.
• Security Fundamentals: Understanding of network security protocols and practices to protect data and infrastructure.

• Educational Background: A bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field.
• Certifications: Professional certifications such as Cisco Certified Network Associate (CCNA), Microsoft Certification, CompTIA Security+, or other relevant network certifications.
• Experience: Prior experience in desktop and network support, administration, or a related field. This can vary from medium-level positions to more advanced roles requiring several years of experience.
• Understanding of Operating Systems: Familiarity with various operating systems (Windows, Linux, macOS), Mobile Operating Systems (Android, iOS) and their configurations.
• Knowledge of Systems Hardware: Proficiency in handling server and network equipment.
• Software Skills: Experience with monitoring and management software tools.