Duties & Responsibilities
Main tasks and responsibilities
ICT Operations & Infrastructure
Manage, administer, and continuously improve the organization's ICT systems, infrastructure, and services.
Plan, implement, monitor, and evaluate ICT operations to ensure high availability, performance, and scalability.
Design and execute ICT infrastructure strategies aligned with organizational goals, digital transformation, and emerging technologies.
Oversee installation, configuration, and maintenance of on-premise and cloud-based systems including:
Microsoft Servers (Active Directory, Domain Controller, DNS, DHCP, File & Print Services, VPN)
Microsoft Exchange (on-prem and hybrid where applicable)
Maintain accurate ICT asset registers covering hardware, software, licenses, and cloud resources.
Cloud, Microsoft 365 & Collaboration
Administer and optimize Microsoft 365 services (Entra ID/Azure AD, Exchange Online, SharePoint, OneDrive, Teams).
Ensure secure, reliable, and compliant access to collaboration tools while enforcing data protection, retention, and governance policies.
Support hybrid and cloud-first ICT environments, including identity, access management, and device compliance.
Manage subscriptions, renewals, and licensing for Microsoft 365, websites, social media platforms, and other organizational software.
AI Integration & Digital Innovation
Identify, evaluate, and support the integration of AI-powered tools to improve productivity, service delivery, and decision-making.
Administer and support Microsoft Copilot, Power Platform (Power Automate, Power Apps, Power BI), and other approved AI solutions.
Automate routine ICT and business processes using low-code/no-code and AI-driven workflows.
Support responsible and ethical use of AI in line with organizational policies, data privacy, and regulatory requirements.
Provide guidance to departments on AI adoption, use cases, and best practices.
Cybersecurity, Risk & Business Continuity
Ensure security of networks, systems, endpoints, and data through appropriate controls, monitoring, and policies.
Implement and maintain cybersecurity best practices including MFA, conditional access, endpoint protection, backups, and incident response.
Conduct regular business impact analyses, ICT risk assessments, and disaster recovery planning.
Review, test, and update ICT service continuity and disaster recovery plans.
Prepare regular reports on ICT risks, business continuity status, gaps, and mitigation measures.
Lead user awareness and staff training on cybersecurity, data protection, Microsoft 365, and AI safety.
ICT Planning, Procurement & Vendor Management
Conduct feasibility studies and develop ICT infrastructure models for new and improved systems.
Prepare Statements of Requirements (SORs), technical specifications, and implementation plans.
Support procurement processes including evaluation of vendor proposals and contract performance.
Monitor implementation of ICT projects and continuous improvement initiatives.
Liaise with ICT vendors, service providers, and partners to ensure service quality and value for money.
User Support & Capacity Building
Provide second line and escalated ICT support and ensure timely resolution of user issues.
Coordinate with internal teams and external providers to resolve complex ICT incidents.
Develop and deliver regular ICT training programs for staff on Microsoft 365, cybersecurity, AI tools, and digital best practices.
Support the organization's online presence, including website and social media platforms, with a focus on security and resilience.
Governance, Reporting & Policy
Participate in the development and review of ICT policies, procedures, and standards.
Prepare operational, technical, and management reports as required.
Stay informed on emerging ICT, cloud, cybersecurity, and AI trends and recommend improvements.
Perform any other ICT-related duties as assigned by the supervisor.
Personal Attributes
Academic / Professional Qualifications
Bachelor's degree in information technology, Computer Engineering, Computer Science, or equivalent.
Professional certification in Microsoft 365 and Cloud Technologies (Microsoft 365, Azure, Entra ID, Copilot).
Additional certifications such as CCNA, CCNP, MCSE, CISA, or equivalent are an added advantage.
At least five (5) years relevant ICT work experience in infrastructure, cloud, and enterprise environments.
Registered member of a recognized professional body.
Postgraduate qualification or master's degree will be an added advantage.
Competencies Required for This Role
Strong analytical, troubleshooting, and problem-solving skills.
Ability to work independently and build a cohesive, collaborative work environment.
Excellent communication and interpersonal skills.
Strong organizational, planning, and documentation abilities.
Adaptability and willingness to learn emerging technologies, especially AI and cloud solutions.
High level of integrity, confidentiality, and professionalism.