Develop, test, operate, monitor, manage, and support IT services using a collection of hardware, software, networks, data centres and cloud platforms.
This role will bridge the infrastructure and network teams and will have responsibilities to identify and remediate day-to-day infrastructure & network issues as they arise; as well as working on projects to improve the delivery of key services and contributing to the overall architecture design.
Requirements
What You'll Do:
Resolving incidents as assigned from ITSM ticketing system (ServiceNow) within the prescribed SLA, ensuring prompt status updates are maintained.
Make recommendations for changes when required and ensures the relevant testing and CAB entry has been carried out and approved.
Resolves major incidents outside core working hours when on call.
Escalates incidents and problems to the Service Delivery Manager when required and ensures a resolution is applied promptly.
Participates in disaster recovery testing and rehearsals.
Network
Administration of switch and firewall configuration.
Resolving alerts from the monitoring systems for all network services and systems.
Maintenance of development and testing network environments
Identifying trends, logging the trend as a problem ticket and ensuring the problem record is updated in a timely basis.
Regularly review capacity of the network and raise recommendations for dealing with issues before they impact the business.
Aiding with the management of the internal and public DNS
Support delivery of IT-related projects and provide input into the overall direction of the network and security and architecture.
Recommend and execute modifications to the existing network design to improve efficiency, reliability, and performance.
Infrastructure
Administration of Azure AD, Azure Networking, Virtual Machines, PowerBI, Azure SQL and Azure Web Apps.
Engaging directly with application development, application support and security teams as part of analysis and remediation of identified risks and issues
Undertake timely security patching activities to ensure all infrastructure components remain free of vulnerabilities
Coordination of penetration and vulnerability testing across company systems and networks
Analyse, design, test, install, document, implement and support complex network solutions in cloud environments
Demonstrate good judgment, identifying problems in advance and proposing solutions
Possess and maintain a deep understanding of IaaS and PaaS services offered on cloud platforms and understand how to design and operate networks to support ease of use, self-service, automation, and reliability of services
Communication
Communicate regularly with the Service Delivery managers and Service Delivery team members
Ensure that the team documentation is maintained and updated regularly as required
Provide input to the monthly IT Services report
Who You Are:
Essential
Minimum 5-8 years of experience in a technical support role including networking and infrastructure
Extensive knowledge of network technologies (ports/protocols, access control, routing and firewalls)
Proven support background with both on-prem servers and IAAS cloud platforms including Azure Infrastructure.
Strong administration capabilities in Active Directory and Azure AD.
Good working knowledge of Active Directory services, including reporting and auditing of Active Directory objects
Knowledge of Cloud telephony, Azure communication services (ACS) and Session Border Controllers (SBC's)
Knowledge of penetration testing methodologies
Knowledge of Intrusion detection/prevention systems (IDS/IPS/WAF) and vulnerability assessment tools
Experience of investigating security issues/incidents
Extensive LAN switch knowledge
Experience in building and documenting Processes and Procedures;
Experience in producing implementation documents (e.g. new office setup)
Extensive VPN and Global network routing implementation and support
Resolving complex IT issues in a Tier 2-3 capacity
Preferred
Experience with IAAS on Google Cloud Platform.
Knowledge of Autopilot and Intune
Working in a Project Management framework.
Knowledge of Information security compliance standards (ISO27001)
Experience of dealing with third party outsourcing companies
Skilled in using scripting tools (PowerShell & PowerBI)
ITIL Version 3 foundation level or above desirable