PURPOSE OF POSITION:

• The purpose of the Infrastructure Support Engineer position is to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment.
• The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues.
• Additionally, the role involves guiding infrastructure changes, offering mentorship to junior team members, and championing proactive solutions to enhance the end-user experience.
• The primary purpose is to maintain an optimal IT environment by resolving intricate technical issues, leading infrastructure changes, and serving as a resource for continuous improvement in the Managed Services support landscape.

KEY RESPONSIBILITIES:

Advanced Troubleshooting:

• Diagnose and resolve complex technical issues that cannot be addressed by lower support levels.
• Lead post-incident root cause (RCA) investigations around recent high-impact / major incidents at clients.
• Working with the Infrastructure Technical Leader to investigate root causes of recurring problems and implement permanent solutions.

Infrastructure Management:

• Facilitate the support, management, and maintenance of complex hybrid IT infrastructures.
• Ensure the stability, reliability, and security of:
• Network Services (ADDS, DNS, DHCP, NPS)
• Windows Servers (Physical and Virtual)
• LAN, WAN and WLAN networks
• Perimeter UTM firewall appliances (Fortinet, SonicWall, Sophos)
• Virtualization environments (Microsoft Hyper-V and VMware vSphere)

Performance Optimization:

• Conduct performance analysis and optimization of systems to enhance efficiency.
• Proactively identify and address potential bottlenecks and system vulnerabilities.

Mentoring and Training:

• Provide guidance and mentorship to monitoring and Infrastructure support technician staff.
• Conduct training sessions to enhance the skills and knowledge of the team.

Documentation:

• Maintain comprehensive documentation for configurations, procedures, and troubleshooting steps.
• Ensure that knowledge is shared effectively within the team.

Incident Response and Planning:

• Develop and test incident response plans for critical situations.
• Act as a point of escalation for major incidents, coordinating resolution efforts.

Collaboration:

• Collaborate with other IT teams, vendors, and stakeholders to achieve organizational objectives.
• Participate in cross-functional teams (professional services) for system upgrades, migrations and integrations.

Security Expertise:

• Implement and enforce security policies and procedures to safeguard systems and data.
• Stay informed about the latest cybersecurity threats and best practices.

Scripting and Automation:

• Identifying areas for automating routine tasks and processes.
• Working with the automation team to streamline system management and reduce manual intervention.

QUALIFICATIONS AND EXPERIENCE

EXPERIENCE

• 5-7 years of experience in a technical support or infrastructure role, preferably in a managed services or enterprise IT environment with a focus on server and network support.
• Advanced knowledge of IT server and networking concepts, including Windows Server operating systems, networking protocols, DNS, DHCP, TCP/IP, and advanced network troubleshooting.
• Advanced experience with firewalls, routers, switches, and other networking equipment.
• Advanced experience with virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.

RECOMMENDED QUALIFICATIONS

• A bachelor’s degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), or equivalent industry experience.
• Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience.
• Microsoft 365 Certified: Enterprise Administrator Expert (MS100 & MS101), or equivalent industry experience.
• Microsoft Azure Administrator (AZ-104), or equivalent industry experience.

ADDITIONAL REQUIREMENTS

• Code B South African driver’s license
• Own means of transport