IT Support & Infrastructure Engineer

Job description

ABOUT US At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies. We serve as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions. Our culture is grounded in four core values: Agility , Ownership , Resilience , and a Sense of Fun . We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do. Join us and be part of a global, collaborative team where trust and innovation drive everything we do. ABOUT THE ROLE Job Title : IT Support & Infrastructure Engineer Job Location: Bole Lemi Industrial Park, Addis Ababa, Ethiopia. The IT Support & Infrastructure Engineer is responsible for providing first and second-line technical support for the TSE Factory. The role supports enterprise IT infrastructure, production workstations, Windows servers, network equipment, user devices, enterprise printers, and factory applications to ensure secure, reliable and uninterrupted factory operations KEY RESPONSIBILITIES IT Infrastructure . Support LAN, WAN and Wi-Fi infrastructure. .Support Aruba/Cisco switches and network connectivity. . Assist in FortiGate and SonicWall firewall administration. . Maintain VLANs, IP addressing and network documentation. End User Support . Provide Level 1 & Level 2 support. . Install and configure Windows PCs and laptops. . Support Microsoft 365 and Office applications. . Troubleshoot hardware and software issues. Production Systems . Support Passport Personalization, Card Personalization, PIN Mailer and Artwork/Prepress workstations. . Coordinate with equipment vendors during troubleshooting. . Support production users during factory operations. Server Administration . Assist with Windows Server, Active Directory, DNS, DHCP, file services and backups. . Monitor server health and escalate critical issues. Telecommunications & PBX Support . Provide first-line support for the Mitel IP PBX system. . Create, modify, and deactivate user extensions under the guidance of the IT Manager. . Configure IP phones and troubleshoot handset connectivity issues. . Monitor PBX system availability and escalate issues to the vendor when required. . Coordinate with the PBX vendor during maintenance, upgrades, and fault resolution. Internet & ISP Coordination . Monitor Internet connectivity and bandwidth utilization. . Diagnose LAN, WAN, and ISP-related connectivity issues. . Coordinate with Internet Service Providers (ISPs) to resolve circuit outages and service interruptions. Printing & Peripherals . Support network printers, barcode scanners, label printers and multifunction printers. Infrastructure Connectivity . Provide network connectivity for IP-based systems including CCTV, Access Control and other enterprise systems. . Coordinate with Security Manager for network-related issues only. . Ensure secure VLAN segmentation and network availability for connected devices. Preventive Maintenance . Perform patching, antivirus verification, hardware replacement and routine preventive maintenance. . Maintain IT asset inventory. Incident & Documentation . Record incidents, perform basic root cause analysis, escalate major issues and maintain technical documentation. QUALIFICATIONS . Bachelor’s degree in computer science, Information Technology, Computer Engineering or related field. . 3–5 years of experience in enterprise IT support. . Experience in manufacturing or secure production environments is an advantage. CORE COMPETENCIES . Problem solving . Customer focus . Communication . Teamwork Technical Skills . Windows 10/11 and Windows Server . Active Directory, DNS, DHCP . Microsoft 365 . TCP/IP, VLANs, VPNs . Aruba and Cisco switches . FortiGate and SonicWall firewalls . Enterprise printers and scanners . IT asset management and documentation Preferred Certifications . Cisco Certified Network Associate CCNA . Fortinet Certified Associate (FCA) /NSE . Aruba Certified Associate . Microsoft Certified . ITIL Foundation TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.