The Network & IT Infrastructure Officer is responsible for the design, stability, security, and performance of Digital Divide Data Kenya's network infrastructure within a high-availability BPO environment.
This role requires a technically strong, hands-on networking professional capable of maintaining production-grade uptime standards. The successful candidate will take ownership of LAN/WAN environments, ISP redundancy, firewall configuration, and real-time incident response, while also supporting critical day-to-day IT operations across the business.
This is not a policy or coordination role. It is an operationally accountable technical position.
Key responsibilities:
Network Infrastructure Management (Primary Responsibility)
Configure, administer, and maintain Cisco-based network infrastructure (routers, switches, firewalls).
Design and manage VLAN segmentation, trunking, and routing protocols (OSPF preferred).
Ensure network redundancy and ISP failover mechanisms suitable for 24/7 BPO operations.
Monitor network health, bandwidth utilization, latency, and packet loss.
Conduct proactive performance tuning to prevent service degradation.
Maintain accurate and current network topology diagrams and IP addressing documentation.
Manage structured cabling standards and rack organization.
Network Security & Risk Management
Configure and manage firewall rules, ACLs, and network access controls.
Monitor logs for suspicious activity and mitigate security risks.
Support implementation of endpoint security and patch management protocols.
Participate in disaster recovery planning and periodic failover testing.
Ensure compliance with client security requirements and applicable data protection regulations.
BPO Production Support
Provide Tier 2 technical support for network-related escalations.
Support VoIP and call center telephony infrastructure.
Maintain stable connectivity across production floors and support teams.
Manage Active Directory user provisioning and related infrastructure tasks.
Ensure printers, biometric devices, and other production-critical systems are fully operational.
Coordinate with ISPs and external vendors during outages or escalations.
Monitoring, Reporting & Continuous Improvement
Utilize network monitoring tools (e.g., PRTG, SolarWinds, Zabbix or equivalent).
Generate monthly network uptime and performance reports.
Conduct root cause analysis following incidents and implement corrective actions.
Recommend infrastructure improvements aligned with growth and scalability plans.
Qualifications
Cisco Certified Network Associate (CCNA) - Mandatory
Diploma or Degree in Information Technology, Computer Science, or related field
Minimum 3 - 5 years of hands-on networking experience
Demonstrated experience managing Cisco network environments
Experience supporting medium to large-scale endpoint environments (150+ users preferred)
Prior experience in a BPO, call center, or high-availability environment is highly desirable