Infrastructure Support Engineer

• Infrastructure Support including troubleshooting and incident resolution for tickets escalated by 1st Line Engineers. This includes escalation to Upstream Vendors.
• Daily collaboration with Support Team (T1s) to assist with ticket resolution and guide escalations and responses/updates.
• Review of reported issue, replication, assisting T1s and advising troubleshooting.
• Thorough understanding of Support Standard Operating Procedures and adherence to these.
• Logical and thorough troubleshooting to identify root causes.
• Manage response times according to SLAs.
• Maintain deep knowledge of their solutions to act as escalation expert for Support.
• Infrastructure Maintenance including system performance monitoring, system backups, and proactive PROBLEM management.
• Infrastructure Projects including planning, testing, and execution of new builds/upgrades/updates/moves and changes.
• Infrastructure Support including troubleshooting and incident resolution for tickets escalated by 1st Line Engineers. This includes escalation to Upstream Vendors.
• Infrastructure Change Control, including planning, submission, and execution of all changes agreed to as per published Change Control Processes.
• Infrastructure Administration including creation and maintenance of documentation as and when required including but not limited to Architecture diagrams, maintenance schedules, support documentation and version control registers.
• IT Management including asset registration, equipment version control, equipment configuration to agreed standards, and general IT support for users.
• PROBLEM Management to proactively identify solutions to recurring or known issues to minimize the impact on services.
• 24 x 7 x 365 support of their Infrastructure and Support.

• National Diploma in Information Technology or equivalent Degree/Diploma
• Linux Certification (Linux Certified Professional or similar)

• Microsoft Server Certification (2012 R2, 2016 and 2019 Administrator)
• Security+ Certification
• Microsoft SQL Certification

Experience and Skills required:

• • IT Helpdesk/Service Desk Support and Customer Interaction
  • Technical Problem Solving
  • Linux (Ubuntu)
  • Vmware Vsphere / ESXi
  • Networking / Diagnostic / Wireshark
  • Firewall / Security Experience
  • Backup and Recovery
  • Internet Information Services (IIS)
  • Disaster Recovery/Risk Management
  • Experience and Skills Advantageous
  • VOIP / SIP
  • Nagios and Monitoring
  • Dell SAN/Server Administration
  • Knowledge of Contact Centre Technologies eg. IP PBX, Genesys, Asterisk
  • Asterix  
  • Nginx  

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.