Network Support Officer at Food Concepts Plc

Job Purpose

• The Network Support Officer is responsible for providing day-to-day operational support for the organization’s network infrastructure. The role ensures reliable connectivity across all locations by monitoring network performance, troubleshooting issues, supporting network security controls, and assisting in the
• maintenance of network devices and services.

Core Responsibilities and Key Result Areas

Network Operations & Support

• Provide first- and second-level support for network-related incidents and service requests.
• Monitor network performance and availability, identifying and resolving connectivity issues promptly.
• Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity problems.
• Support network uptime for business-critical systems such as POS, ERP, email, and collaboration tools.

Network Administration

• Assist in the configuration and maintenance of network devices including routers, switches, firewalls, and access points.
• Support IP addressing, VLAN configuration, and basic routing and switching activities.
• Maintain accurate documentation of network diagrams, configurations, and IP inventories.

Security & Compliance Support

• Assist in implementing network security controls such as firewalls, VPNs, and access control lists.
• Monitor for suspicious network activity and escalate potential security incidents.
• Support compliance with IT security policies, data protection standards, and audit requirements.
• Participate in vulnerability remediation and patching activities.

Infrastructure & Vendor Coordination

• Work with Internet Service Providers (ISPs) and network vendors to resolve outages and performance issues.
• Support installation and rollout of network equipment at new or existing locations.
• Track hardware warranties, licenses, and support contracts for network devices.

User Support & Training

• Provide guidance to users on basic network-related issues such as Wi-Fi access and VPN connectivity.
• Support onboarding of new employees with network access and connectivity setup.
• Assist in developing simple user guides for network services.

Monitoring, Reporting & Continuous Improvement

• Maintain logs of network incidents, downtime, and resolution times.
• Generate periodic reports on network performance and availability.
• Recommend improvements to enhance network reliability, security, and scalability.

Other Duties:

• Support IT projects and initiatives as assigned.
• Stay current with emerging technologies and recommend improvements where applicable.
• Perform other related duties as the need arises.

Key Performance Indicators

• Network Uptime Percentage (Target: > 99.5%)
• Incident Response Time & Resolution Rate
• ISP Downtime Escalation Response
• Network Device Health & Compliance
• Completion of Preventive Maintenance Schedules
• Documentation Accuracy & Updates
• Wi-Fi User Satisfaction Score

Knowledge Requirements

• Technical and Functional Knowledge
• Solid understanding of network protocols and technologies (TCP/IP, DNS, DHCP, VLANs, VPN, NAT, etc.)
• Hands-on experience with routers, switches, firewalls, and wireless access points (Cisco, Ubiquiti, etc.)
• Experience in managing multi-site networks with centralized monitoring.
• Familiarity with Windows and/or Linux server networking features (Active Directory, RADIUS, etc.)
• Ability to use network diagnostic tools (Wireshark, traceroute, ping, etc.)

Soft skills

• Analytical and critical thinking skills
• Strong communication and interpersonal skills
• Attention to detail and a methodical approach to troubleshooting
• Ability to work independently and as part of a cross-functional team
   

Job Specifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.

Certifications:

• Basic knowledge of networking concepts: TCP/IP, DNS, DHCP,
• VLANs, VPNs, and firewalls.
• 1–4 years of experience in network administration or a similar role.
• Hands-on experience supporting LAN/WAN environments and Wi-Fi networks.