POSITION SUMMARY: We are seeking a skilled and proactive Infrastructure Support Engineer to join our IT Infrastructure team. Reporting to the IT Infrastructure Integration & Support Director, the Infrastructure Support Engineer will be responsible for daily support of our company's IT infrastructure. This role requires a strong technical background and the ability to work collaboratively with cross-functional teams to ensure the seamless operation of our infrastructure. The ideal candidate will have a passion for technology, a commitment to excellence, and the ability to solve complex problems efficiently.

Tools Knowledge:

• Microsoft Office Suite
• Service Now
• TCP/IP, SNMP, SMTP, HTTP, DNS
• vendor mangement
• EcostruxureIT / DCIM Tools
• Physical IT Infrastructure
• Cabling
• Ethernet
• Fiber
• Power
• UPS (Uninterruptible Power Supplies)
• PDU (Power Distribution Unit)
• ATS (Automatic Transfer Switch)
• HVAC
• Basic Knowledge

PRIMARY DUTIES AND RESPONSIBILITIES:

• Daily Infrastructure Support: Deliver Day-2 support for structured cabling, network equipment, MEP systems, and coordinating closely with regional business units to ensure seamless operations and swift issue resolution.
• Incident Management: Collaborate with IT teams to efficiently manage and resolve incidents and service requests, maintaining proactive communication with stakeholders to ensure transparency and alignment throughout the resolution process.
• Installation and Upgrades: Assist with the planning, coordination, and execution of infrastructure installations and upgrades, ensuring minimal disruption to business operations and adherence to organizational standards.
• Change Requests: Create and manage change requests, ensuring that all infrastructure modifications are thoroughly documented, reviewed, and approved in accordance with change management protocols.
• Sourcing Submittals and Material Tracking: Oversee the sourcing of required materials and equipment, prepare submittals for approval, and track materials to ensure timely availability and cost-effective procurement.
• Operating Procedures: Ensure adherence to all standard operating procedures (SOP) and methods of procedures (MOP) established for critical environments.
• Alert Response and On-Call Abilities: Provide rapid response to infrastructure alerts, utilizing on-call availability to address urgent issues outside of standard business hours, ensuring continuous system integrity and availability.
• Security Implementation: Implement and continuously monitor security protocols to safeguard data confidentiality, integrity, and availability, aligning with industry best practices and organizational policies.
• Documentation: Maintain comprehensive and accurate documentation of infrastructure configurations, changes, and procedures, ensuring compliance with company and regulatory standards.
• Process Improvement: Engage in process improvement initiatives to enhance operational efficiency and effectiveness, leveraging data-driven insights and cross-functional collaboration.

EDUCATIONAL QUALIFICATIONS:

Education: Bachelor’s Degree in Computer Science, Information Technology or any other related discipline or equivalent related experience.

WORK EXPERIENCE:

A minimum of 7years of experience in IT infrastructure support or a related role, with a track record of successful project execution and problem resolution.

SKILLS & KNOWLEDGE:

• Technical Expertise: Demonstrated expertise in IT infrastructure, encompassing networking, servers, storage solutions.
• Problem Solving: Exceptional problem-solving skills with the ability to diagnose and resolve complex technical issues efficiently and effectively.
• Communication: Strong verbal and written communication skills, enabling clear and effective interaction with team members, stakeholders, and external partners.
• Team Collaboration: Proven ability to work collaboratively within a team environment, fostering positive relationships and driving collective success.
• Documentation: Proficiency in developing and maintaining detailed documentation, as well as generating insightful reports on IT infrastructure performance and metrics.
• Cybersecurity Understanding: Solid foundational knowledge of cybersecurity principles and best practices, ensuring robust protection of IT systems against threats and vulnerabilities.
• Vendor Management: Strong vendor management skills, including managing service level agreements (SLAs), and maintain effective relationships with vendors to ensure high-quality service delivery and support.
• Infrastructure Management: Proven experience in the support and management of IT infrastructure components, with a focus on reliability and performance optimization.
• Process Familiarity: Familiarity with incident management and change management processes, applying best practices to enhance service delivery and system resilience.
• Technical Understanding: Comprehensive understanding of network, server, storage, and MEP technologies, with the ability to integrate and operate these components effectively.
• Time Management: Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects in a fast-paced environment.

WORK ENVIRONMENT:

Engineers utilize monitoring software, configuration management systems, and ticketing systems to manage and IT infrastructure tasks. Collaboration with other IT professionals is key, involving frequent communication to solve problems and plan projects. Regular virtual meetings, are held to align IT goals with business objectives, requiring effective documentation and compliance with standards. The role may include on-call duties during off-hours for critical issues, with some flexibility in work hours to accommodate global teams or 24/7 system requirements. This dynamic schedule ensures the continuous availability and performance of IT systems.

PHYSICAL AND MENTAL REQUIREMENTS:

Physical Requirements:

• Computer Usage: Prolonged periods of sitting and working at a computer are common, requiring good posture and ergonomic awareness to prevent strain.

Mental Requirements:

• Problem-Solving Skills: Strong analytical skills are necessary to diagnose and resolve complex technical issues effectively.
• Attention to Detail: Precision is crucial in configuring systems and monitoring network performance to avoid errors and ensure reliability.
• Stress Management: The ability to work under pressure, especially during system outages or tight deadlines, is important.
• Communication Skills: Clear verbal and written communication skills are needed for collaboration with team members and documentation of processes.
• Continuous Learning: A proactive attitude towards staying updated with the latest technologies and industry best practices is essential.