Information Systems Assistant, G5

Role Overview

This role sits at the operational core of a large enterprise ICT environment, where you will keep a continuous watch over network, wireless, and remote access services to ensure they remain stable and secure. You will respond to incidents as they arise, document everything accurately, and contribute to the ongoing improvement of monitoring practices and operational procedures. Your work directly supports the organisation's ability to run critical activities and major events without disruption, making you an essential part of the wider ICT operations team.

Key Responsibilities

• Continuously monitor service health across enterprise ICT environments, with particular attention to wireless connectivity, remote access, and network infrastructure.
• Review security-related operational alerts and escalate suspicious activity or potential threats in line with established incident response protocols.
• Provide additional operational coverage during peak demand periods, critical system rollouts, and major organisational events.
• Maintain precise records of incidents, monitoring observations, and shift handover notes to ensure seamless continuity between teams.
• Create and update operational documentation, including standard operating procedures, runbooks, and knowledge base articles, so that repeatable tasks are clearly captured.
• Generate routine and on-demand reports covering service availability, incident trends, and overall operational performance for stakeholders.
• Identify recurring issues and patterns in operational data, then escalate these findings for deeper analysis and preventative action.
• Take part in operational reviews, testing exercises, and continuous improvement initiatives, while also supporting the introduction of new tools, automation, and cloud-based services.

Requirements & Qualifications

• Completion of high school diploma or equivalent is mandatory; formal technical education in ICT, networking, systems administration, or data center operations is an advantage.
• ITIL Foundation certification is required, along with a networking certification such as CCNA or an equivalent credential.
• At least five years of progressively responsible experience in ICT operations, network support, a Network Operations Center (NOC), service desk, or data center environment. Candidates holding a first-level university degree may qualify with three years of experience.
• Hands-on experience monitoring IT services, managing incidents, and providing operational support for ICT infrastructure and services is required.
• Prior work within an ITIL-based operational framework is preferred.
• Experience in a 24x7 operational environment is strongly desirable, as is familiarity with networks, systems, and data center technologies.
• Working knowledge of monitoring, observability, or operational support platforms is preferred.
• Basic scripting, automation, or system administration skills are a plus, and at least one year of experience in data analytics or a related field is also desirable.