Network & Support Analyst at Axxela

Job Summary

• We are seeking a proactive and service-oriented Network & Support Analyst to provide end-user support and ensure the stability, performance, and security of the organization's IT infrastructure. The role will oversee hardware and software support, troubleshoot technical issues, manage service requests, and support network operations in collaboration with the Network/Security Officer, ensuring seamless IT operations, business continuity, and an efficient digital workplace that enables productivity and collaboration across the organization.

Job Details

Duties and Responsibilities:

• Serve as the first point of contact for end-user technical support across hardware, software, and connectivity issues, ensuring timely resolution in line with SLAs. 
• Troubleshoot and resolve incidents and service requests, escalating complex or recurring issues to appropriate teams. 
• Install, configure, and maintain end-user devices (desktops, laptops, printers, mobile devices) and ensure optimal functionality. 
• Manage end-user asset lifecycle, including inventory tracking, provisioning, and decommissioning of IT equipment. 
• Support user onboarding and offboarding, including account creation, access provisioning, and workstation setup. 
• Assist in managing user identity, access controls, and endpoint security configurations in line with IT policies. 
• Deploy and maintain software applications, system updates, and patches across end-user environments. 
• Support the monitoring, operation, and basic maintenance of network infrastructure (LAN/WAN, Wi-Fi, routers, switches, printers etc.) in collaboration with the Network/Security Officer. 
• Assist in network configuration, troubleshooting, and incident management to ensure service availability and continuity. 
• Contribute to security monitoring and evaluations, ensuring compliance with policies, standards, and best practices. 
• Monitor service desk and network performance, analyze incident trends, and provide insights to improve service delivery and user experience. 
• Maintain accurate documentation of support procedures, configurations, and resolutions, and prepare periodic performance reports.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field with a minimum of second-class grade.
• Minimum of 3 years’ relevant experience in an IT support or end-user service role, preferably within a corporate environment.
• Proven experience in Microsoft Windows, Microsoft Office Suite, ITSM tools, and end-user and network device management.
• ITIL Foundation certification or relevant Service Management experience is an advantage.
• Understanding of patch management and network vulnerability management
• Basic knowledge of firewalls, antivirus and IDPS concepts
• Experience in network infrastructure and information security support (e.g. SIEM or SOC operations management) is an added advantage.