IT Infrastructure Engineer

A Day in the Life of an IT Infrastructure Engineer:

Provide support and guidance to level I support technician(s) for complex problems and issues
Collaborate and work with other IT staff (Support, Infrastructure, DevOps) on projects, and support
Manages departmental activities in support of internal & external customers per SLA’s (Service Level Agreements) & OLA’s (Operational Level Agreements).
Oversee the daily management of enterprise class computing platforms with a focus on configuration management, performance/availability and resource management.
Coordinate and maintain a 7X24X365 support function that responds to incident notification within 15 minutes of every occurrence within the department’s scope.
Provide excellent Customer Service by effectively communicating with users throughout resolution process
Maintains associated records of user issues and problem resolution as per company policy and procedures using the ticketing system
Works on ServiceDesk, Information Technology systems, Networks, Security and other administrative related projects as assigned

What You Have:

Bachelor’s degree or equivalent experience
5 – 7 Years working of experience in support and support management
Collaborative and willing to work as a team
Mentoring and training skills
Solid working knowledge of computer hardware, Office 365, Azure, Palo Alto Prisma and strong technical acumen in Network protocols (layer 1-3)
Ability to work independently
Proficient verbal and written communication skills and the ability to create technical documents.
Must be organized and detail oriented.
Strong customer service and problem-solving skills
Excellent time management skills, ability to multi-task and prioritize work
Strong communication, interpersonal and analytical skills to effectively collaborate, build relationships and manage change