Infrastructure Support Engineer

JOB SUMMARY:

The Infrastructure Support Engineer performs routine infrastructure operations and maintenance activities. To assist with monitoring infrastructure performance. To check for problems in existing systems and modify work processes by following defined procedures, processes, and quality standards. The candidate is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays.

The candidate works in a team setting and is proficient in infrastructure systems and network-related tools and techniques required by the organisation. The candidate is also familiar with the relevant software platforms on which the database is deployed.

The Infrastructure Support Engineer can solve issues quickly and effectively as they arise. The candidate can methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. The candidate can communicate effectively and displays high service level standards.

RESPONSIBILITIES:

Oversee infrastructure operations

• Perform routine checks on infrastructure operations activities in accordance with the IT Operations standards and procedures
• Assist with monitoring daily infrastructure traffic and performance
• Configure infrastructure and related computing environments such as computer hardware, systems software, applications software
• Maintain documentation of maintenance and optimisation procedures and tests
• Perform minor infrastructure repairs in accordance with design or installation specifications

Maintain infrastructure performance

• Assist with infrastructure testing, ongoing optimisation or changes, and scheduled upgrades and updates
• Coordinate the deployment of new and/or upgraded infrastructure

Resolve infrastructure-related problems and issues

• Act as the first point of contact for infrastructure-related incidents
• Assist with problem identification and resolution
• Escalate unresolved infrastructure-related incidents for resolution
• Documents incidents and track resolution in management systems
• Document solutions to common infrastructure-related incidents

Oversee service level agreements and service improvements

• Assist in developing service-level objectives and targets
• Maintain logs of service level performance metrics
• Suggest improvements for procedures and controls to enhance performance and client satisfaction
• Identify recurring incidents and potential issues for senior management

QUALIFICATION & EXPERIENCE:

• Diploma/Degree in Computer Science or IT, or with at least 2-3 years of experience in deploying and maintaining Server, Storage and Backup solution in Windows & Linux environment.
• Experience in administration of Microsoft Server, SQL Server, Reporting Server.
• Experience in administration of Virtualization environment (VMware and Microsoft Hyper-V).
• Experience in administration of AD, RDS and System Troubleshooting.
• Experience in administration of Email System (Microsoft 365) and Troubleshooting.
• Experience in administration of End User Computing (EUC) and Troubleshooting.
• Experience in administration of networking / perimeter network security / WAN connectivity.
• Experience in Cyber Security such as discovering vulnerabilities and risk in the environment, monitoring network performance and ensuring hardware and software applications are updated.

SKILLS AND ATTRIBUTES:

• Good interpersonal and communication skills, high adaptability and positive attitude are expected.
• A team player with determination to drive to excel.
• Excellent customer service skills.
• Self-motivated with a strong drive to succeed.