IT Support specialist

Key Responsibilities

Server & System Administration

· Manage RERA’s server infrastructure including Active Directory (AD), file servers, Exchange (on-premises), and web servers.

· Oversee virtual environments (e.g., VMware, Hyper-V).

· Monitor system performance, apply updates, and troubleshoot issues to ensure optimal operations.

· Ensure data integrity through regular backups and disaster recovery plans.

· Perform hands-on hardware/software troubleshooting and coordinate with vendors as needed.

· Management of DHCP Server and related services

Network Management

· Maintain and support the network infrastructure, including routers, switches, firewalls, and VLAN configurations.

· Monitor network performance, resolve connectivity issues, and ensure end-to-end network security, including firewall policies and access controls.

· Demonstrated experience in GDN network migration and secure VLAN segmentation.

· Manage and support WIFI routers and access points

Cloud & Microsoft Services

· Administer Microsoft 365 services including SharePoint, Teams, OneDrive, Azure Active Directory, Intune, and Planner.

· Create/manage mailboxes, distribution lists, and licenses.

· Provide on-site end-user support for O365-related tools and services.

· Create/edit SharePoint sites and manage user permissions.

Security & Monitoring

· Manage Palo Alto Cortex and Qualys agents on workstations.

· Monitor logs for potential threats or vulnerabilities and ensures compliance with security protocols.

· Support ArcGIS software and maintain compliance with cloud security guidelines.

· Implement and maintain technical cybersecurity recommendations from the National Cyber Security Center (NCSC) to secure RERA's IT infrastructure, websites, and endpoints.

Website & Communication

· Administer RERA’s CMS, upload content, and maintain website updates.

· Create and distribute email campaigns using platforms like Mailchimp.

· Provide on-site technical support for AVAYA telephony systems and virtual meetings (MS Teams, Zoom)

· Experience in Web server and application migration

· Disaster recovery

Cloud Infrastructure

· Manage RERA’s AWS cloud environment (EC2, S3, RDS, VPC, backups, etc.)

· Provide hands-on support for infrastructure migration to the AWS cloud in alignment with IGA cloud policies

• Create IGA Design documents for new cloud architecture
• AWS Backup support
• AWS Server maintenance and monitoring
• Experience with Ubuntu Server and Windows Server

IT Development & Support

· Offer hands-on technical support for all RERA IT and development projects.

· Prepare RFPs for upcoming IT projects.

· Serve as the on-site technical point of contact and provide direct support for projects implementation and vendor coordination.

· Provide hands-on technical support for the integration and upgrade of RERA’s Attendance System with external workflow systems, including direct coordination with the third-party provider.

· Provide assistance with Airable and Zendesk administration.

· Asp.net, PHP, MySQL, PostgreSQL, & React js knowledge to support the development team

· Experience with ArcGIS platforms, including ArcGIS Pro, ArcGIS Server, Portal, as well as licensing, environment setup, maintenance, and management.

· Proficient in ArcGIS backup and routine maintenance activities, such as applying security patches, updating software, performing restorations, and conducting testing.

Database & Platform Support

• Experience with various database systems such as MySQL, MS SQL, and PostgreSQL.
• Maintain Ubuntu-based servers and provide database support as required.

User & Asset Support

· Provide in-person, first-line technical assistance for hardware, software, and networking issues.

· Install and configure desktops, laptops, printers, and peripherals.

· Train end-users in using systems and maintain asset inventory and documentation.

· Set up and provide support to the outside IT requirements for the public events hosted by RERA.

· Management of RERA Applications

Administrative & Project Support

· Provide direct, on-site support for executive meetings (e.g., Board of Directors, CEO).

· Provide IT support to National Data Bank project (Aqari)

· Management and support for CCTV systems.

· Document configurations, procedures, and support activities comprehensively.

· Coordinate with relevant stakeholders and provide IT support for Ministry systems integrated or used by RERA.

· IT Budgeting, IT Purchasing and Inventory management

· Proposing and Implementation of new technologies in RERA

Required Qualifications

· Education: Bachelor’s degree in computer applications, Information Technology, or a related IT bachelor’s degree.

· Certifications: Microsoft and AWS certifications

· The candidate must hold, at a minimum, the following certifications: AWS Certified Solutions Architect and Microsoft Certified: Azure Administrator Associate.

· Experience: Minimum of 10 years of proven experience in system and network administration, cloud platforms, and end-user support.

· The proposed resource shall be the primary means through which the Service Provider delivers the contracted IT administration services on-site. The Service Provider remains contractually accountable for all deliverables, performance, and SLA compliance.

Knowledge Transfer

· The Service Provider must document all procedures, configurations, and solutions implemented.

· The Service Provider must provide knowledge transfer to RERA staff as required.

· The Service Provider must maintain a knowledge base of common issues and their resolutions.

· The Service Provider must provide training materials and sessions for new systems or significant changes.

· The Service Provider must ensure smooth transition of services at the end of the contract period.

Service Level Agreement (SLA)

The Service Provider shall guarantee delivery of IT administration services according to the following minimum service levels:

· On-Site Availability: A qualified resource must be present at RERA offices during all official working hours.

· Response Time: Critical issues within 15 minutes; high-priority issues within 1 hour.

· Resolution Time: Critical issues within 4 hours, or a documented workaround must be provided.

· Continuity: A replacement resource of equal or higher qualifications must be provided within 5 working days in case of absence, resignation, or removal.

*Failure to meet SLA requirements will result in penalties or service credits as determined by RERA.

Job Type: Full-time