IT Infrastructure Analyst II

About the role

The International Institute of Tropical Agriculture is seeking an IT Infrastructure Analyst II to manage and improve its IT services across multiple sites. The role involves day‑to‑day incident and request handling, problem resolution, and supporting a hybrid on‑premises and cloud environment.

Key responsibilities

• Own incident and request management for assigned service queues, ensuring proper triage, prioritisation and SLA compliance.
• Participate in problem management activities, including trend analysis, root‑cause investigations and corrective actions.
• Drive change management processes: assess impact, schedule changes, conduct pre/post‑implementation checks and present to the CAB.
• Maintain and update standard operating procedures for repeatable operational tasks.
• Monitor availability, performance and capacity metrics; recommend scaling or optimisation measures.
• Perform regular health checks on critical services and escalate deviations.
• Provide L2/L3 support for Windows and macOS endpoints, printing, mobile devices/MDM and approved software images.
• Administer identity and access operations in coordination with the Information Security team.
• Package, test and deploy patches and updates for endpoints and core services.
• Collaborate with Network/Infrastructure teams on Wi‑Fi, VPN and PABX/IP telephony tasks.
• Execute routine server tasks such as backups, restores, certificate renewals, log rotation and disaster‑recovery runbooks.
• Apply security hardening baselines and remediate vulnerabilities identified by scans.
• Develop automation and scripting solutions to reduce manual toil.
• Provide clear technical communication to stakeholders and update knowledge articles.

Required profile

• BSc/HND in Computer Science, Computer Engineering, IT, Electrical/Electronic Engineering or related field.
• Minimum three (3) years of hands‑on experience in IT Operations, NOC or Service Desk Level 2 support within a medium‑to‑large, multi‑site or hybrid environment.
• ITIL V4 Foundation certification (or higher) is required; additional certifications such as CompTIA Network+/A+, Microsoft MD‑102, Azure AZ‑104 or Cisco CCNA are advantageous.

Required skills

• Incident, request, problem and change management (ITIL processes).
• Windows and macOS endpoint support.
• Mobile device management (MDM) and printing support.
• Identity and access management operations.
• Patch and update deployment.
• Network services: Wi‑Fi, VPN, PABX/IP telephony.
• Server administration: backups, restores, certificate management, log rotation, DR runbooks.
• Security hardening and vulnerability remediation.
• Automation and scripting (e.g., PowerShell, Bash).
• Relevant certifications: ITIL V4, CompTIA Network+/A+, Microsoft MD‑102, Azure AZ‑104, Cisco CCNA.