About the Role
We are seeking a proactive and technically skilled ICT Security Engineer / Service Desk Specialist to join our IT Operations team. This hybrid role combines cybersecurity, infrastructure operations, system monitoring, and frontline IT support to ensure the security, reliability, and availability of both the organization's internal IT environment and our managed customer environments.
The ideal candidate is customer-focused, detail-oriented, and experienced in ICT infrastructure and cybersecurity best practices. You will play a key role in protecting and supporting enterprise IT systems by monitoring infrastructure and security events, responding to incidents, resolving technical issues, and delivering high-quality support to both internal users and customers.
Key Responsibilities
ICT Security
- Monitor, maintain, and improve the cybersecurity posture of the organization and managed customer environments.
- Implement and manage security controls, including firewalls, endpoint protection, antivirus, email security, and multi-factor authentication (MFA).
- Monitor infrastructure and security alerts, investigate incidents, perform initial analysis, and coordinate appropriate response and resolution.
- Conduct vulnerability assessments and support remediation activities.
- Monitor system logs, security events, and infrastructure health to identify potential risks or service disruptions.
- Manage user access, identity, and privileged access in accordance with security policies.
- Ensure servers, endpoints, network devices, and cloud services are patched, updated, and compliant with organizational security standards.
- Assist in developing, implementing, and maintaining IT security policies, procedures, standards, and documentation.
- Support security awareness initiatives and promote cybersecurity best practices across the organization and customer environments.
- Participate in business continuity, disaster recovery, and incident response planning and testing.
Service Desk Support
- Provide Level 1 and Level 2 technical support to internal users and managed service customers via phone, email, remote support, and onsite assistance.
- Troubleshoot and resolve hardware, software, operating system, Microsoft 365, network, printer, cloud, and business application issues.
- Install, configure, and maintain desktops, laptops, mobile devices, peripherals, and business applications.
- Monitor IT infrastructure, systems, network devices, cloud services, and business applications to ensure service availability and performance.
- Investigate system alerts, service interruptions, and operational issues, perform initial diagnosis, and escalate when necessary.
- Create, prioritize, manage, and resolve incidents and service requests while meeting agreed Service Level Agreements (SLAs).
- Escalate complex technical issues to vendors or senior technical staff when required.
- Support user onboarding and offboarding, including account provisioning, device setup, software deployment, and access management.
- Maintain accurate documentation of incidents, resolutions, standard operating procedures, knowledge base articles, and IT assets.
- Assist with routine IT maintenance, infrastructure upgrades, patch deployment, backup verification, and technology implementation projects.
- Deliver excellent customer service and communicate technical information clearly to users and customers.
Skills and Qualifications
Essential
- Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related discipline.
- Experience in ICT support, infrastructure operations, systems administration, managed services, or cybersecurity preferred.
- Good understanding of Windows operating systems, Microsoft 365, Active Directory/Microsoft Entra ID, networking, endpoint management, and cloud technologies.
- Knowledge of cybersecurity principles, including vulnerability management, endpoint security, identity and access management, incident response, and security monitoring.
- Experience with service desk ticketing systems and remote support tools.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to prioritize tasks, manage multiple issues, and work independently as well as within a team.
Desirable
- Industry certifications such as CompTIA Security+, Network+, Microsoft Certified, Cisco CCNA, ITIL Foundation, Certified Ethical Hacker (CEH), or equivalent.
- Experience supporting enterprise infrastructure and managed customer environments.
- Familiarity with infrastructure monitoring, log analysis, and event monitoring tools.
- Experience with Microsoft Intune, Microsoft Defender, Microsoft Entra ID (Azure AD), SIEM platforms, or similar enterprise management and security solutions.
- Experience with Microsoft Azure, Amazon Web Services (AWS), or other cloud platforms.
- Experience with backup solutions, virtualization technologies, and infrastructure monitoring tools.
Personal Attributes
- Strong commitment to customer service and user satisfaction.
- High level of integrity and professionalism.
- Excellent attention to detail.
- Ability to remain calm and methodical under pressure.
- Strong problem-solving and decision-making skills.
- Willingness to learn new technologies and continuously improve technical knowledge.
What We Offer
- A supportive and collaborative work environment.
- Opportunities for professional development and industry certifications.
- Exposure to modern cybersecurity technologies, enterprise IT infrastructure, and cloud environments.
- Competitive salary and benefits package.
- Opportunities to contribute to meaningful IT and security initiatives across both the organization and customer environments.