IT Infrastructure Analyst II

About the role

The International Institute of Tropical Agriculture (IITA) is looking for an IT Infrastructure Analyst II to join its headquarters in Ibadan. The role will ensure reliable operation of the institute’s IT services, provide second‑ and third‑level support, and drive continuous improvement of infrastructure processes.

Key responsibilities

• Manage day‑to‑day incident and request queues, triage, prioritize and resolve issues within SLA.
• Participate in problem, change and release management, including root‑cause analysis and CAB presentations.
• Maintain and update standard operating procedures and produce regular availability, performance and capacity reports.
• Perform health checks on critical services and execute L2/L3 support for Windows, macOS, mobile devices and printing.
• Administer identity and access operations in coordination with Information Security.
• Package, test and deploy patches and updates for endpoints and core services.
• Collaborate with network teams on Wi‑Fi, VPN and PABX/IP telephony tasks.
• Execute routine server tasks such as backups, restores, certificate renewals, log rotation and DR run‑books.
• Apply security hardening baselines and remediate vulnerabilities.
• Develop automation scripts and update knowledge articles for end‑users.

Required profile

• BSc/HND in Computer Science, IT, Engineering or related field.
• Minimum three years of hands‑on experience in IT Operations, NOC or Service Desk Level 2 support in a multi‑site environment.
• ITIL V4 Foundation certification (or higher) preferred.

Required skills

• Windows and macOS endpoint support.
• Mobile Device Management (MDM) and printing services.
• Identity & Access Management (provisioning, de‑provisioning, role changes).
• Patch management and update deployment.
• Network technologies: Wi‑Fi, VPN, PABX/IP telephony.
• Server administration: backups, restores, certificate renewal, log rotation, DR procedures.
• Security hardening and vulnerability remediation.
• Scripting/automation (e.g., PowerShell, Bash).
• Relevant certifications: ITIL V4, CompTIA Network+, CompTIA A+, Microsoft MD‑102, Azure AZ‑104, Cisco CCNA.