The IT Systems and Network Administrator is responsible for managing Microsoft 365 services, identity access management, network support, IT security, VOIP configurations, and Tier 2 end-user support. This role involves configuring and maintaining network devices, securing IT systems, troubleshooting technical issues, and ensuring efficient user access management. The administrator will work closely with the IT Technician to support and enhance the company’s IT infrastructure.

Primary Duties and Responsibilities:

IT Security:

• Monitor and respond to security incidents, including firewalls and network-level threats.
• Apply updates and patches to network devices to address vulnerabilities.
• Assist in developing and maintaining IT security policies and documentation.
• Review logs from antivirus solution and security fabric for threats.

Network Support:

• Configure, monitor, and troubleshoot routers, switches, and wireless networks.
• Assist with the configuration and maintenance of Fortinet firewalls, VPNs, and other network security devices.
• Implement and support network changes, upgrades, and optimizations.
• Monitor backups and updates of network configurations.
• Monitor network performance, diagnose issues, and ensure minimal downtime.

VOIP & Call Center Support:

• Administer, configure, and maintain VoIP/PBX systems, with a focus on Asterisk-based solutions.
• Troubleshoot call quality issues, SIP trunks, and VoIP network performance
• Work with external vendors to resolve technical issues and implement enhancements.

Identity and Access Management (IAM):

• Manage user accounts, permissions, and roles within systems and applications.
• Implement and maintain secure authentication mechanisms like MFA.
• Conduct regular audits of user access and update permissions as needed

Microsoft 365 Administration:

• Administer and optimize Microsoft 365 services (e.g., Exchange, Intune, Azure AD).
• Handle license management, group policies, and security configurations.
• Troubleshoot and resolve Microsoft 365-related issues.

Helpdesk Support:

• Provide Tier 2 support for end-user hardware, software, and network issues.
• Ensure prompt resolution of helpdesk tickets and maintain accurate records.
• Educate users on best practices for network and system use.

Asset Management:

• Maintain an inventory of network devices, hardware, and software licenses.
• Track asset lifecycle stages and plan for future procurement needs.

System Maintenance and Process Improvements:

• Conduct routine maintenance on network infrastructure to ensure optimal performance.
• Identify and implement improvements to IT processes and network architecture.

Professional Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of the knowledge, skills, and/or abilities required.

Education and Certifications

         Associate Degree in Information Technology, Computer Science, or a related field

        Certifications: Cisco, Fortinet, CompTIA Network+, or Cybersecurity

         Certification:  VoIP (e.g., Asterisk)

Work Experience

        3 years' experience in IT Support & Security Systems

       Experience in Microsoft 365 administration

         Experience in Network configuration and set-up  

         Experience working with VoIP, PBX and Sip configuration 

       Experience with vendor relationship

Knowledge/Skills/Abilities

       Microsoft 365 Administration: Exchange Online, Intune, and Azure AD.

        Networking: Configuring and managing routers, switches, and firewalls (e.g., Cisco, and FortiGate).

• Multi-factor authentication (Microsoft Authenticator, Duo Security, Google Authenticator).
• Conditional Access Policies and identity governance in Azure AD.
• Threat detection and endpoint protection
• Network monitoring and troubleshooting
• (Plus) familiarity with the Linux command line.