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

Application email or URL: http://cyberlogic.breezy.hr