Senior Support Engineer – Ref:MGMT/14/02/H2

Job Purpose

To plan, direct, manage and lead infrastructure projects / teams and provide high-level support to customers on various technical infrastructure issues.
Manage inquiries in person and via telephone, e-mail and voice mail concerning the use of computer hardware and software, including printing, word processing, programming languages, electronic mail, and operating systems.

Responsibilities

Ensure agreed objectives of technical infrastructure projects under smaller teams are met
Lead and Monitor the Maintenance, troubleshooting, and installation of computer systems (mainframes, minis, and micros), hardware and computer peripherals and related infrastructure projects
Manage / lead and Monitor, Maintenance, troubleshooting, and installation of network systems and components
Provide leadership in the Set up hardware infrastructure
Monitor and manage the Execution of hardware infrastructure projects.
Provide high-level support to customers on various infrastructure issues.
Identify, research, and resolves infrastructure technical problems and concerns of customers.
Answer inquiries in person and via telephone, e-mail and voice mail concerning the use of computer / network infrastructure hardware and systems including printing, word processing, programming languages, electronic mail, and operating systems.
Administer and maintain specialized applications systems like SWIFT / Signature verification systems / Market feed systems etc.
Assist in the procurement of infrastructure resources
Supervise, execute and adhere to the back policies and strategies
Ensure that the IT asset database is kept up-to-date
Implementing the company’s IT security policy
Managing data and voice networks [WAN/LAN/ADSL]
Providing technical inputs in all areas of managing the Wide Area Network connecting all branches and internet links.
Managing relationships with external suppliers
Tracking operational performance across technical areas
Researching and implementing new technologies that align with company business objectives

Qualifications

Bachelor Degree in Computer Technology
Certifications such as CCIE/CCNP/CCNA/CCSA/CCSE; Unix Sys Admin, Windows Sys. Admin, MS-Exchange / SWIFT / Reuters etc. administration
Minimum of 8 years experience in a IT infrastructure support role with at least 2 years of supervisory experience with strong, in-depth technical knowledge of network and firewall architectures and protocols, particularly Cisco, ISA server, TCP/IP, MPLS, VLAN and VPN approaches, desktops, servers, Windows flavors etc.
Familiar with ITIL service management techniques
Knowledge of an IT project management tool
Strong interpersonal skills having managed small teams of technical staff, through to contract negotiation and SLA development
- Expertise and mastery over areas like:
  - PC Troubleshooting and technical support
  - LAN, WAN, WLAN, ROUTER, SWITCH, FIREWALL, VPN,LEASED LINE,ISDN,DDR configuration and administration
  - DNS ,DHCP,TCP/IP,SNMP,POP3,SMTP
  - setting up domains, DNS, Internet protocols
  - setting up and maintaining network and web-server security/firewalls
  - Windows administration
  - Mail server [MS-Exchange] configuration and administration
  - SWIFT / Reuter feeds / ATM technology
  - Knowledge of Deep Penetration Testing experience-Network-level, Host-level, Application-level
  - Exposure to Vulnerability Assessments-Network-level, Host-level, Application-level
  - Exposure to Operating System and Application Hardening
  - Knowledge of System security and controls including:
  - Attack and penetration security,
  - Firewall
  - Identity management
  - Encryption technology
  - Assessment of network vulnerability
  - Network configuration and administration
  - Virus software
  - UNIX Security
  - NT/Windows 2000
  - Exposure to Oracle / Unix / Web based enterprise systems and related application development tools.
  - Knowledge of all key elements of an IT department
  - Strong leadership qualities, preferably in a multi-cultural environment.
  - Strong communication skills across the bank