Network & IT Infrastructure Officer at Digital Divide Data

• The Network & IT Infrastructure Officer is responsible for the design, stability, security, and performance of Digital Divide Data Kenya’s network infrastructure within a high-availability BPO environment.
• This role requires a technically strong, hands-on networking professional capable of maintaining production-grade uptime standards. The successful candidate will take ownership of LAN/WAN environments, ISP redundancy, firewall configuration, and real-time incident response, while also supporting critical day-to-day IT operations across the business.
• This is not a policy or coordination role. It is an operationally accountable technical position.

Key responsibilities:

Network Infrastructure Management (Primary Responsibility)

• Configure, administer, and maintain Cisco-based network infrastructure (routers, switches, firewalls).
• Design and manage VLAN segmentation, trunking, and routing protocols (OSPF preferred).
• Ensure network redundancy and ISP failover mechanisms suitable for 24/7 BPO operations.
• Monitor network health, bandwidth utilization, latency, and packet loss.
• Conduct proactive performance tuning to prevent service degradation.
• Maintain accurate and current network topology diagrams and IP addressing documentation.
• Manage structured cabling standards and rack organization.

Network Security & Risk Management

• Configure and manage firewall rules, ACLs, and network access controls.
• Monitor logs for suspicious activity and mitigate security risks.
• Support implementation of endpoint security and patch management protocols.
• Participate in disaster recovery planning and periodic failover testing.
• Ensure compliance with client security requirements and applicable data protection regulations.

BPO Production Support

• Provide Tier 2 technical support for network-related escalations.
• Support VoIP and call center telephony infrastructure.
• Maintain stable connectivity across production floors and support teams.
• Manage Active Directory user provisioning and related infrastructure tasks.
• Ensure printers, biometric devices, and other production-critical systems are fully operational.
• Coordinate with ISPs and external vendors during outages or escalations.

Monitoring, Reporting & Continuous Improvement

• Utilize network monitoring tools (e.g., PRTG, SolarWinds, Zabbix or equivalent).
• Generate monthly network uptime and performance reports.
• Conduct root cause analysis following incidents and implement corrective actions.
• Recommend infrastructure improvements aligned with growth and scalability plans.

Qualifications

• Cisco Certified Network Associate (CCNA) – Mandatory
• Diploma or Degree in Information Technology, Computer Science, or related field
• Minimum 3–5 years of hands-on networking experience
• Demonstrated experience managing Cisco network environments
• Experience supporting medium to large-scale endpoint environments (150+ users preferred)
• Prior experience in a BPO, call center, or high-availability environment is highly desirable