Engineer – IT Network & Helpdesk Support

• Responsible for the operation, maintenance and support of ATOMA IT network and end-user infrastructure, including enterprise LAN/WAN connectivity, switches, routers, network services, user devices and IT service desk activities. The position ensures reliable IT services, timely incident resolution, effective user support and coordination with Data Center, Security, Application and other IT teams within prescribed service levels and budgets.

·         Operate and maintain ATOMA enterprise LAN/WAN network infrastructure, including switches, routers, network services and Data Center connectivity.

·         Configure and troubleshoot VLANs, routing, switching, redundancy, IP addressing, DNS, DHCP and related network services in accordance with approved designs.

·         Monitor network health, utilization, availability and performance and take corrective action to minimize service impact.

·         Support network connectivity between HQ and remote sites, coordinating with Core Network and service providers.

·         Perform network hardware installation, configuration, testing, commissioning, replacement and preventive maintenance.

·         Maintain physical and logical network security in coordination with IT Security and relevant technical teams.

·         Provide Tier 2/Tier 3 network support for incidents escalated by the Helpdesk or other IT teams.

·         Provide first-line IT support to ATOMA employees for hardware, software, operating system, application and connectivity issues.

·         Receive, log, categorize, prioritize, track and close incidents and service requests through the approved ITSM/ticketing system.

·         Provide timely resolution of end-user incidents in accordance with agreed service levels and escalation procedures.

·         Troubleshoot PCs, laptops, printers, peripherals, operating systems, Microsoft 365/Outlook and standard business applications.

·         Install, configure, replace and maintain end-user IT equipment in accordance with approved standards.

·         Support onboarding and offboarding activities, including equipment preparation, handover, collection and coordination of account/access requests.

·         Maintain accurate records of IT assets, user equipment, replacements, configurations and handovers.

·         Follow IT security policies and ensure endpoint devices and network equipment comply with approved security standards.

·         Coordinate with Data Center, Security, Application and other IT teams when incidents require escalation or specialized support.

·         Coordinate with vendors and technology partners for network troubleshooting, hardware repair, warranty replacement and technical escalation.

·         Maintain network topology diagrams, IP addressing records, device configurations, asset records, support procedures and knowledge-base documentation.

·         Monitor ticket queues and network incidents, follow up pending actions and ensure timely resolution and closure.

·         Prepare daily, weekly and monthly reports covering network availability, incidents, service requests, SLA performance, recurring issues and asset status.

·         Identify recurring incidents and infrastructure issues and recommend improvements to reduce repeat problems and improve service quality.

·         Provide 24x7/on-call support when required for critical business activities, network incidents or Data Center/DR operations.

Education:

·         Bachelor's degree in Computer Science, Information Technology, Telecommunications or related field from a reputable university of Afghanistan or abroad.

·         Certificates (mandatory): Cisco Certified Network Associate (CCNA) and CompTIA Network+, CompTIA A+, Microsoft Certified

Experience:

·         4–5 years of relevant experience, preferably in the Telecom Industry and specifically in Enterprise Network Operations, IT Infrastructure and Helpdesk/User Support.

Knowledge:

·         Enterprise LAN/WAN networking

·         Cisco switches and routers

·         Routing and switching; VLANs, STP, EtherChannel and redundancy

·         TCP/IP, DNS, DHCP and IP addressing

·         WAN, P2P, VPN/IPSec and service-provider connectivity

·         Network monitoring and troubleshooting tools

·         Windows operating systems and standard desktop applications

·         Microsoft 365 / Outlook and common collaboration tools

·         PCs, laptops, printers, scanners and peripherals

·         ITSM/ticketing systems and SLA management

·         IT asset management and inventory

·         Basic endpoint and network security concepts

Skills / physical competencies:

·         Analytical Thinking

·         Network and IT troubleshooting

·         Problem Solving

·         Incident prioritization and management

·         Customer service

·         Communication

·         Vendor coordination

·         Relationship Management

·         Time management

·         Documentation

Interested Afghan nationals can send their applications and resumes (with three valid references) by Sep 23, 2026.

Please mention the name of the position and your province in your e-mail subject line.

Only the applications received from the individuals residing in the mentioned province who meet the requirements will be considered.

Applications received after the deadline and those that do not meet the requirements mentioned above will not be considered.