JOB PURPOSE:

To design, maintain and secure the company's IT infrastructure and business systems — ensuring high availability and performance of servers, networks, endpoints and manufacturing systems (production-floor devices and business ERP). The role combines hands-on systems administration with day-to-day IT support, vendor coordination and small projects to keep an FMCG manufacturing operation (biscuit/snack lines, packing, warehouses) online, secure and productive.

KEY RESPONSIBILITIES:

Infrastructure & systems administration:

• Install, configure and maintain servers (Windows Server, Linux), virtualization platforms (VMware/Hyper-V) and storage solutions; manage Active Directory, DNS, DHCP, group policies, file & print services, and user accounts; administer cloud services (Azure/AWS/Office 365) and integrate with on-prem systems where required; maintain and patch operating systems and system software on a scheduled basis; monitor system health and capacity; plan upgrades and lifecycle replacement.

Network & security:

• Configure and manage LAN/WAN equipment (switches, routers, firewalls), wireless networks and VPNs; implement and maintain endpoint security (antivirus/EDR), network security policies and firewall rules; run vulnerability scans and coordinate remediation; maintain secure remote access for approved staff and vendors; implement and test backup and disaster recovery procedures.

Application & business systems support:

• Provide 1st/2nd line support for ERP / inventory / accounting / HR systems used by the business; escalate to vendors as needed; support production-floor systems that interface with IT: MES, PLC/SCADA gateways, barcode scanners, weigh scales, label printers, and POS/dispatch systems (trouble-shooting, basic configuration); administer databases (basic SQL tasks), and coordinate SQL or vendor DB support when required; manage system integrations between production, warehousing and commercial systems (data feeds, APIs, reports).

End-user support & asset management:

• Provide hands-on desktop/laptop/printer/phone support (installations, troubleshooting, imaging); maintain an up-to-date IT asset register and software license register; provide user training, produce user guides and run periodic refresher sessions for key systems (ERP, collaboration tools).

Projects, vendor & budget management:

• Lead small-to-medium IT projects (network upgrades, server migrations, CCTV/IP telephony rollouts); manage relationships with third-party vendors and service providers (internet, ERP vendor, hardware suppliers); track IT spend, assist in procurement, and produce basic ROI or TCO inputs for purchases.

Compliance, documentation & continuous improvement:

• Maintain IT documentation: network diagrams, server inventories, runbooks, change logs; enforce IT policies (acceptable use, password policy, access control) and support internal/external audits; propose and implement process improvements and automation where possible.

REQUIRED QUALIFICATIONS & EXPERIENCE:

• Diploma or Bachelor's degree in Computer Science, Information Technology, Electrical/Computer Engineering or equivalent.
• Minimum 3–5 years IT experience with demonstrable systems administration and support background; experience in manufacturing or FMCG is strongly preferred.
• Experience supporting or interfacing with production-floor systems (PLCs, barcode systems, MES) is an advantage.

TECHNICAL SKILLS & CERTIFICATIONS (PREFERRED):

• Strong practical knowledge of Windows Server (AD, GPO), Linux fundamentals and virtualization (VMware, Hyper-V).
• Networking: TCP/IP, VLANs, routing basics, switches, firewalls and VPNs.
• Cloud services and Office 365 / Microsoft 365 administration.
• Backup & recovery tools and strategies (Veeam, Windows Server Backup, etc.).
• Basic SQL proficiency for queries and troubleshooting.
• Familiarity with ERP systems (Odoo, SAP Business One, Tally, QuickBooks integrations) — support experience preferred.
• Helpful certifications: Microsoft (MCSA/MCSE), CompTIA (A+, Network+, Security+), Cisco (CCNA), VMware (VCP), RHCE or relevant vendor certs.

BEHAVIORAL COMPETENCIES:

• Strong troubleshooting and analytical skills; methodical and documentation-driven.
• Good communication — able to explain technical issues clearly to non-technical staff and senior management.
• Strong customer-service orientation and ability to work under production pressure.
• Proactive, reliable, able to follow through to resolution and work independently.
• Team player, comfortable dealing with vendors and cross-functional stakeholders (Production, QA, Logistics, Finance).

WORKING CONDITIONS & REQUIREMENTS:

• Must be able to work occasional early mornings, nights or weekends for upgrades and production incidents.
• On-call rotation for critical incidents; ability to attend site at short notice.
• Physical requirement to access plant floor and network cabinets; adherence to plant safety and PPE rules.
• May require modest travel to supplier sites or branch locations.

KEY PERFORMANCE INDICATORS (KPIs):

• System uptime — target 99% availability for core IT services (servers, network, ERP) during business hours.
• Mean time to resolution (MTTR) for critical incidents — e.g.,

• Install, configure and maintain servers (Windows Server, Linux), virtualization platforms (VMware/Hyper-V) and storage solutions; manage Active Directory, DNS, DHCP, group policies, file & print services, and user accounts; administer cloud services (Azure/AWS/Office 365) and integrate with on-prem systems where required; maintain and patch operating systems and system software on a scheduled basis; monitor system health and capacity; plan upgrades and lifecycle replacement.
• Configure and manage LAN/WAN equipment (switches, routers, firewalls), wireless networks and VPNs; implement and maintain endpoint security (antivirus/EDR), network security policies and firewall rules; run vulnerability scans and coordinate remediation; maintain secure remote access for approved staff and vendors; implement and test backup and disaster recovery procedures.
• Provide 1st/2nd line support for ERP / inventory / accounting / HR systems used by the business; escalate to vendors as needed; support production-floor systems that interface with IT: MES, PLC/SCADA gateways, barcode scanners, weigh scales, label printers, and POS/dispatch systems (trouble-shooting, basic configuration); administer databases (basic SQL tasks), and coordinate SQL or vendor DB support when required; manage system integrations between production, warehousing and commercial systems (data feeds, APIs, reports).
• Provide hands-on desktop/laptop/printer/phone support (installations, troubleshooting, imaging); maintain an up-to-date IT asset register and software license register; provide user training, produce user guides and run periodic refresher sessions for key systems (ERP, collaboration tools).
• Lead small-to-medium IT projects (network upgrades, server migrations, CCTV/IP telephony rollouts); manage relationships with third-party vendors and service providers (internet, ERP vendor, hardware suppliers); track IT spend, assist in procurement, and produce basic ROI or TCO inputs for purchases.
• Maintain IT documentation: network diagrams, server inventories, runbooks, change logs; enforce IT policies (acceptable use, password policy, access control) and support internal/external audits; propose and implement process improvements and automation where possible.

• Strong practical knowledge of Windows Server (AD, GPO), Linux fundamentals and virtualization (VMware, Hyper-V).
• Networking: TCP/IP, VLANs, routing basics, switches, firewalls and VPNs.
• Cloud services and Office 365 / Microsoft 365 administration.
• Backup & recovery tools and strategies (Veeam, Windows Server Backup, etc.).
• Basic SQL proficiency for queries and troubleshooting.
• Familiarity with ERP systems (Odoo, SAP Business One, Tally, QuickBooks integrations) — support experience preferred.
• Strong troubleshooting and analytical skills; methodical and documentation-driven.
• Good communication — able to explain technical issues clearly to non-technical staff and senior management.
• Strong customer-service orientation and ability to work under production pressure.
• Proactive, reliable, able to follow through to resolution and work independently.
• Team player, comfortable dealing with vendors and cross-functional stakeholders (Production, QA, Logistics, Finance).

• Diploma or Bachelor's degree in Computer Science, Information Technology, Electrical/Computer Engineering or equivalent.
• Minimum 3–5 years IT experience with demonstrable systems administration and support background; experience in manufacturing or FMCG is strongly preferred.
• Experience supporting or interfacing with production-floor systems (PLCs, barcode systems, MES) is an advantage.
• Helpful certifications: Microsoft (MCSA/MCSE), CompTIA (A+, Network+, Security+), Cisco (CCNA), VMware (VCP), RHCE or relevant vendor certs.