Network Support Officer at Food Concepts Plc

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionise the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

The journey began with our pioneering of the food court concept in Nigeria – a new and exciting offering for the local market. At the same time, we also imported well-developed QSR (Quick Service Restaurant) brands from South Africa. Since this time we have concentrated on developing our own brands, which already occupy prime market positions. Chicken Republic, as our flagship brand, is a classic success story.

Since launching in 2004, Chicken Republic has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).

Our multifaceted business also comprises an Operational Division, Central Kitchen Unit and Supply Chain Division.Job Purpose

The Network Support Officer is responsible for providing day-to-day operational support for the organization’s network infrastructure. The role ensures reliable connectivity across all locations by monitoring network performance, troubleshooting issues, supporting network security controls, and assisting in the
maintenance of network devices and services.

Core Responsibilities and Key Result Areas

Network Operations & Support

Provide first- and second-level support for network-related incidents and service requests.
Monitor network performance and availability, identifying and resolving connectivity issues promptly.
Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity problems.
Support network uptime for business-critical systems such as POS, ERP, email, and collaboration tools.

Network Administration

Assist in the configuration and maintenance of network devices including routers, switches, firewalls, and access points.
Support IP addressing, VLAN configuration, and basic routing and switching activities.
Maintain accurate documentation of network diagrams, configurations, and IP inventories.

Security & Compliance Support

Assist in implementing network security controls such as firewalls, VPNs, and access control lists.
Monitor for suspicious network activity and escalate potential security incidents.
Support compliance with IT security policies, data protection standards, and audit requirements.
Participate in vulnerability remediation and patching activities.

Infrastructure & Vendor Coordination

Work with Internet Service Providers (ISPs) and network vendors to resolve outages and performance issues.
Support installation and rollout of network equipment at new or existing locations.
Track hardware warranties, licenses, and support contracts for network devices.

User Support & Training

Provide guidance to users on basic network-related issues such as Wi-Fi access and VPN connectivity.
Support onboarding of new employees with network access and connectivity setup.
Assist in developing simple user guides for network services.

Monitoring, Reporting & Continuous Improvement

Maintain logs of network incidents, downtime, and resolution times.
Generate periodic reports on network performance and availability.
Recommend improvements to enhance network reliability, security, and scalability.

Other Duties:

Support IT projects and initiatives as assigned.
Stay current with emerging technologies and recommend improvements where applicable.
Perform other related duties as the need arises.

Key Performance Indicators

Network Uptime Percentage (Target: > 99.5%)
Incident Response Time & Resolution Rate
ISP Downtime Escalation Response
Network Device Health & Compliance
Completion of Preventive Maintenance Schedules
Documentation Accuracy & Updates
Wi-Fi User Satisfaction Score

Knowledge Requirements

Technical and Functional Knowledge
Solid understanding of network protocols and technologies (TCP/IP, DNS, DHCP, VLANs, VPN, NAT, etc.)
Hands-on experience with routers, switches, firewalls, and wireless access points (Cisco, Ubiquiti, etc.)
Experience in managing multi-site networks with centralized monitoring.
Familiarity with Windows and/or Linux server networking features (Active Directory, RADIUS, etc.)
Ability to use network diagnostic tools (Wireshark, traceroute, ping, etc.)

Soft skills

Analytical and critical thinking skills
Strong communication and interpersonal skills
Attention to detail and a methodical approach to troubleshooting
Ability to work independently and as part of a cross-functional team
 

Job Specifications

Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.

Certifications:

Basic knowledge of networking concepts: TCP/IP, DNS, DHCP,
VLANs, VPNs, and firewalls.
1–4 years of experience in network administration or a similar role.
Hands-on experience supporting LAN/WAN environments and Wi-Fi networks.