1. Job Purpose
Work as a dedicated support team member within Infrastructure & Operations to provide technical support, troubleshooting, and maintenance of network infrastructure and systems. Respond to network incidents, resolve end-user connectivity issues, and maintain network reliability to ensure business continuity. Operate with increasing independence in diagnosing and resolving network problems while following established procedures and escalation protocols.
2. Key Responsibilities
a) Technical Support & Incident Response
• Respond promptly to network issues, connectivity problems, and service requests from end-users and internal teams.
• Perform first-line and second-line troubleshooting for network connectivity, VPN access, and device configuration issues.
• Use network monitoring and diagnostic tools to identify, isolate, and resolve network problems.
• Document all support tickets and incidents; perform root cause analysis for recurring issues and recommend preventive measures.
• Escalate complex issues to senior network engineers or team lead as appropriate; maintain clear communication with stakeholders during resolution.
b) Network Operations & Maintenance
• Monitor network infrastructure using industry-standard monitoring tools; alert IT management to performance degradation or anomalies.
• Perform routine maintenance tasks including applying patches, updates, and security configurations under guidance of senior staff.
• Assist with network device configuration, backup, and restore operations; maintain accurate network documentation and configuration records.
• Support network change management procedures; coordinate and execute system upgrades and patches with minimal downtime.
• Conduct network walks and physical inspections; verify proper cable management, device connectivity, and network health.
c) Security & Compliance Support
• Assist in implementing and monitoring network security policies and procedures.
• Support vulnerability assessments and penetration testing activities; assist in implementing security recommendations.
• Monitor network traffic for security anomalies and potential intrusions; report findings to the security team.
• Support audit activities and maintain compliance documentation related to network security and access controls.
d) User Support & Communication
• Provide technical support to internal staff and remote users; explain technical issues and solutions in clear, non-technical language.
• Assist with user onboarding, VPN access provisioning, and basic network configuration requests.
• Maintain professional communication with end-users during troubleshooting; set clear expectations for resolution timelines.
3. Qualifications, Skills & Experience
a) Qualifications
• Bachelor’s degree in Networking, Telecommunications, Information Technology, Computer Science, or a related field; or equivalent professional experience.
• CCNA or other advanced networking certification is an added advantage.
b) Technical Skills & Competencies
• Hands-on experience with network monitoring and troubleshooting tools (SNMP, NetFlow, Wireshark, Ping, Tracert, ipconfig).
• Solid understanding of network protocols (TCP/IP, DNS, DHCP) and switching/routing fundamentals.
• Experience with network devices (switches, routers, firewalls) and VPN systems.
• Basic knowledge of Linux and Windows Server administration; command-line comfort level.
• Familiarity with enterprise networking products (Cisco, Fortinet, Juniper, or equivalent) is advantageous.
• Familiarity with ticketing systems and IT service management tools.
c) Experience & Professional Competencies
• At least 3 years of relevant network support or network engineering experience.
• Strong troubleshooting and analytical skills; ability to diagnose issues systematically and document findings.
• Excellent communication and customer service skills.
• Strong attention to detail; commitment to information security and data protection.
• Reliable and responsive; ability to work in a fast-paced environment and handle multiple priorities.
• Willingness to learn, grow technical skills, and support team members with knowledge sharing.
Send Your Applications to applications@agentbanking.co.ug send one compressed PDF including the cover letter and your CV.
To apply for this job email your details to: applications@agentbanking.co.ug
