IT Infrastructure Analyst II at IITA - International Institute of Tropical Agriculture

Description

• The International Institute of Tropical Agriculture seeks suitable Nigerian nationals for the position below at the Institute’s Headquarters in Ibadan.

Duties

• Own day‑to‑day Incident & Request Management for assigned service queues; ensure accurate triage, prioritization, and timely resolution within SLA.
• Participate in Problem Management (trend analysis, root‑cause analysis, corrective/preventive actions) and track known errors/workarounds.
• Participate in Change Management activities (impact/risk assessment, scheduling, pre/post checks, rollback plans) and present changes to CAB as required.
• Maintain and improve standard operating procedures for repetitive operational tasks.
• Track and report availability, performance, and capacity metrics; recommend scale‑up/scale‑out or optimization measures.
• Perform health checks (daily/weekly/monthly) on critical services, document and escalate deviations.
• Provide L2/L3 support for Windows/macOS endpoints, printing, mobile devices/MDM, and approved software images.
• Administer identity & access operations (provisioning, de‑provisioning, group/role changes, periodic access reviews) in coordination with the Information Security team.
• Package, test, and deploy patches and updates for endpoints and core services in line with the change calendar
• Collaborate with Network/Infrastructure teams on L2 tasks for Wi‑Fi, VPN, and PABX/IP telephony.
• Execute routine operational tasks on servers and services (backups/restores, certificate renewals, log rotation, service restarts, DR runbooks) under the guidance of Lead, IT Operations & Security Management.
• Ensure stations remain connected to HQ services; provide remote support to Station IT Officers.
• Carryout security hardening baselines on endpoints/services; remediate vulnerabilities assigned via scans or advisories.
• Provide clear technical communications to stakeholders and contribute to IT service status updates.
• Update knowledge articles for end‑users; deliver on-the-spot user training on call or remotely.
• Contribute to post‑incident reviews, lessons learned, and backlog; champion automation/scripting to remove toil.
• Perform any other job‑related duties assigned by the supervisor.

Requirements

• BSc/HND in Computer Science, Computer Engineering, Information Technology, Electrical/Electronic Engineering, or a related field, with a minimum of three (3) years of hands-on experience in IT Operations, Network Operations Centre (NOC), or Service Desk Level 2 support within a medium-to-large, multi-site, or hybrid (on-premises and cloud) environment. 
• Possession of  ITIL V4 Foundation certification (or higher), CompTIA Network+/A+, Microsoft MD-102 (Endpoint Administrator) or AZ-104, Cisco CCNA, or equivalent vendor certifications will be considered an added advantage.

Competencies:

The ideal candidate must have:

• Strong troubleshooting, analytical, and root cause analysis (RCA) skills for effective problem resolution.
• Excellent customer service, written, and verbal communication skills.
• Good knowledge of ITIL processes, including Incident, Problem, Change Management, and Service Level Agreements (SLAs).
• Proficiency in Microsoft Windows/macOS environments, Mobile Device Management (MDM), collaboration tools, and basic Layer 3 networking and voice communication concepts.

Benefits

• We offer highly competitive salary with equally attractive benefits and excellent working conditions in a pleasant campus environment.