IT Support & Infrastructure Engineer

About the role

The IT Support & Infrastructure Engineer will provide first‑ and second‑line technical support for the TOPPAN Security factory in Addis Ababa. You will ensure the reliability and security of the enterprise IT environment, production workstations, and factory applications, enabling uninterrupted operations.

Key responsibilities

• Maintain LAN, WAN and Wi‑Fi infrastructure, supporting Aruba and Cisco switches, FortiGate and SonicWall firewalls, VLANs, IP addressing and network documentation.
• Deliver Level 1 and Level 2 end‑user support: install and configure Windows PCs and laptops, manage Microsoft 365 and Office applications, and troubleshoot hardware and software issues.
• Support production systems such as passport and card personalization workstations, coordinating with equipment vendors during troubleshooting.
• Assist with Windows Server administration, Active Directory, DNS, DHCP, file services and backups; monitor server health and escalate critical incidents.
• Provide first‑line support for the Mitel IP PBX system, manage user extensions, configure IP phones and monitor system availability.
• Monitor internet connectivity and bandwidth, diagnose LAN/WAN/ISP issues and liaise with ISPs to resolve outages.
• Maintain network printers, barcode scanners, label printers and multifunction devices.
• Ensure network connectivity for IP‑based systems including CCTV, access control and other factory equipment.

Required profile

• Proven experience in delivering first‑ and second‑line IT support in an industrial or manufacturing environment.
• Strong knowledge of Windows operating systems, server administration and networking concepts.
• Ability to work independently, coordinate with vendors and troubleshoot a wide range of hardware and software problems.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• Windows PCs and laptops
• Microsoft 365 and Microsoft Office
• Windows Server, Active Directory, DNS, DHCP, file services, backups
• Aruba and Cisco switches
• FortiGate firewall, SonicWall firewall
• VLAN configuration and IP addressing
• Network documentation
• Mitel IP PBX, IP phones
• LAN, WAN and Wi‑Fi networking
• Network printers, barcode scanners, label printers, multifunction printers
• CCTV systems and Access Control systems