IT Support Specialist

Responsibilities:

Network Administration:

• Configure, deploy, and maintain routers, switches, wireless access points, and structured network infrastructure.
• Support LAN, WLAN, internet connectivity, VPNs, and inter-building networking across facilities.
• Monitor network uptime, bandwidth utilisation, and overall network performance.
• Troubleshoot network outages, connectivity issues, latency, and hardware failures.
• Configure and maintain VLANs, segmented networks, and network security controls.
• Maintain network diagrams, IP allocation records, and infrastructure documentation.
• Support internet redundancy and backup connectivity arrangements.

Systems Administration:

• Administer Windows-based systems, servers, endpoint devices, and shared services.
• Manage user accounts, permissions, passwords, profiles, and access controls.
• Configure and maintain shared folders, printers, storage systems, and endpoint configurations.
• Monitor server health, storage utilization, backup systems, and infrastructure performance.
• Support operating system updates, patch management, antivirus deployment, and endpoint security.
• Maintain system availability and support disaster recovery and business continuity operations.

HIMS/EMR Application Administration & Support:

• Administer and support the HIMS/EMR application environment.
• Create, configure, manage, and deactivate user accounts, roles, permissions, and profiles within the HIMS/EMR system.
• Support configuration of departments, clinics, service points, workstations, and application modules.
• Monitor application availability, performance, and user access issues.
• Provide first-line and second-line application support for users across departments.
• Troubleshoot application-related issues including login problems, workflow errors, printing issues, synchronisation issues, and user configuration errors.
• Escalate complex application issues to software vendors or implementation consultants where necessary.
• Support application testing, upgrades, patches, updates, and configuration changes.
• Assist during: User Acceptance Testing (UAT), Training sessions, Go-live deployment, and Hypercare and stabilization phases
• Maintain application support logs, issue trackers, and configuration records.

ICT Support & End-User Support:

• Provide technical support for desktops, laptops, printers, scanners, biometric devices, UPS systems, and network devices.
• Support installation and configuration of end-user devices and software.
• Respond to user incidents, service requests, and technical support calls.
• Conduct preventive maintenance and routine equipment checks.
• Maintain ICT asset inventory and equipment records.
• Escalate hardware and infrastructure issues appropriately.

Cybersecurity, Access Control & Compliance:

• Enforce ICT security policies, user access procedures, and password policies.
• Monitor unauthorized access attempts, suspicious activities, and security incidents.
• Support endpoint security, antivirus compliance, and device hardening.
• Implement and monitor role-based access controls within systems and applications.
• Assist with backup, disaster recovery, audit support, and business continuity procedures.
• Ensure compliance with ICT policies, digital health standards, and data protection requirements.

Documentation & Reporting:

• Maintain incident logs, maintenance records, support tickets, configuration records, and technical documentation.
• Prepare periodic reports on: Network performance, System availability, Application uptime, User support activities, Security incidents and Infrastructure risks
• Support project reporting, compliance reviews, and technical audits.

Requirements:

• HND in computer science, information technology, computer engineering, network engineering, cybersecurity, software systems, or a related field.
• Minimum of 3 years relevant experience in ICT infrastructure, systems administration, or application support.
• Experience supporting enterprise or healthcare ICT systems is an added advantage.

Technical Skills:

• TCP/IP Networking
• Router and Switch Configuration
• Wireless Networking
• VLAN Configuration
• Windows Systems Administration
• User & Access Management
• Application Administration & User Support
• Hardware and Desktop Support
• Backup & Endpoint Security
• ICT Helpdesk Operations
• Basic Database and Application Troubleshooting

Preferred Technologies & Tools:

• Mikrotik
• Ubiquiti
• Cisco
• Windows Server
• Microsoft 365
• HIMS/EMR Platforms
• Helpdesk & Ticketing Systems
• Backup and Endpoint Security Solutions

Preferred Certifications:

The following certifications are an added advantage:

• CCNA
• MTCNA
• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications
• ITIL Foundation

Behavioural Competencies:

• Strong troubleshooting and analytical skills
• Good communication and interpersonal skills
• Ability to work under pressure
• Strong documentation and reporting capability
• Team collaboration and coordination skills
• High integrity and confidentiality
• Attention to detail and reliability
• Strong customer and user support orientation