Cybersecurity Basics

1. Provide ongoing support for applications to ensure they function correctly. 2. Perform routine maintenance, updates, and patches to keep applications up-to-date and secure. 3. Respond to and resolve application-related incidents promptly. Conduct root cause analysis to prevent recurrence of issues and ensure long-term solutions. 4. Monitor application performance and identify areas for improvement. Implement optimisation strategies to enhance application efficiency and user experience. 5. Manage and implement changes to applications in a controlled and systematic manner. Ensure that changes are tested and documented to minimise disruptions. 6. Liaise with software vendors to manage contracts, licenses, and service level agreements (SLAs). 7. Collaborate with stakeholders to understand business requirements and align application services accordingly.

1. Design, implement, and manage infrastructure as code (IaC) solutions using tools like Terraform or CloudFormation. 2. implement and maintain Continuous Integration (CI)/ Continuous Delivery (CD) pipelines to automate software delivery and deployment processes. 3. configure and manage monitoring and logging systems to ensure high availability and performance of applications and services. 4. collaborate with development and operations teams to streamline workflows and improve efficiency through automation and integration. 5. ensure security best practices are integrated into the CI/CD pipeline and infrastructure. 6. troubleshoot production issues and coordinate with development teams to resolve them promptly. 7. optimise cloud infrastructure costs and resource utilisation through continuous monitoring and analysis. 8. conduct performance testing and capacity planning to scale applications and infrastructure. 9. document and maintain infrastructure and deployment procedures. 10. stay updated on industry trends and best practices in DevOps, cloud computing, and automation.

1. Respond to IT support requests from end-users via phone, email, or ticketing system, ensuring prompt and courteous service. 2. Diagnose and troubleshoot basic hardware and software issues, including desktops, laptops, printers, and mobile devices. 3. Provide assistance with software installations, configurations, and updates for standard applications and operating systems. 4. Reset passwords and manage user accounts within Active Directory and other IT systems. 5. Document and track all support activities and resolutions in the IT service management system. 6. Escalate unresolved issues to Level 2 support and provide detailed information for further investigation.

1. Provide advanced technical support for escalated IT issues from Level 1 support, ensuring timely and effective resolution. 2. Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, and network devices. 3. Manage and resolve incidents, ensuring proper documentation and follow-up on unresolved issues. 4. Perform system maintenance and upgrades, including installing and configuring software and hardware updates. 5. Support IT projects, such as system rollouts, migrations, and implementations, by providing technical expertise and assistance. 6. Maintain IT documentation, including system configurations, processes, and procedures. 7. Monitor IT systems and infrastructure, proactively identifying and addressing potential issues to ensure high availability and performance. 8. Collaborate with Level 3 support and other IT teams to escalate and resolve complex issues. 9. Provide training and guidance to Level 1 support staff to improve their technical skills and knowledge.