JOB TITLE: Infrastructure Support Technician
LOCATION:
Hybrid: Johannesburg & Remote
PURPOSE OF POSITION:
The Infrastructure Support Technician is pivotal in maintaining the seamless operation of our clients' enterprise IT environments. The role is responsible for providing 1st and 2nd line technical support and troubleshooting for server, networking, and internet-related issues to end-users, ensuring rapid resolution and minimal disruption to business operations.
The mission of this position is to deliver exceptional technical support, proactively manage IT infrastructure, and implement strategies that enhance system performance, reliability, and security for our clients.
ROLE RESPONSIBILITIES:
Troubleshooting:
- Responding to requests for technical assistance via phone, email, or ticketing system, and providing basic troubleshooting and support to clients on general infrastructure incidents.
- Consult with the Infrastructure Technical Leader to investigate and identify root causes of recurring problems and implement permanent solutions.
- Identifying and resolving common incidents, such as server connectivity problems, DNS issues, or internet connectivity issues.
Infrastructure Support and Management:
- Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
- Providing first-line Public Cloud support (M365 & Azure) for clients.
- Providing infrastructure support including but not limited to disk space management, firmware upgrades, configuration backups, and SSL certificate renewals.
- Establish the stability, reliability, and security of Network Services (ADDS, DNS, DHCP, NPS), Windows Servers (Physical and Virtual), and Virtualization environments (Microsoft Hyper-V and VMware vSphere)
- Establish the stability, reliability, and security of LAN, WAN and WLAN networks including Perimeter UTM firewall appliances (Fortinet, SonicWall, Sophos)
- Providing first-line back-office support on Backup (Veeam) and/or end-point protection (ESET, SentinelOne and Defender) for clients.
- · Escalating complex or unresolved issues to a senior team or vendors and following up on open tickets to ensure timely resolution.
Infrastructure and Security Risks Management:
- Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the client's systems and data.
- Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the client's systems and data.
Performance Optimisation:
- Assist the Infrastructure Support Engineers with performance analysis of systems to identify areas for optimization and implement strategies to enhance overall efficiency and performance.
- Assist the Infrastructure Support Engineers to identify and analyze potential bottlenecks and vulnerabilities within the system to ensure optimal performance and security.
Incident Response and Planning:
- Assist in reviewing and updating existing incident response plans based on best practices and lessons learned from previous incidents, ensuring they are up-to-date and effective.
- Assist in identifying and escalating major incidents to the appropriate teams for resolution, ensuring that all incidents are logged and tracked according to established procedures.
- Participate in identifying opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
Scripting and Automation:
Ways of Working:
- Adhere to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
- Collaborate on detailed documentation of support activities and maintain accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
- Maintain timeous communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests and proactively identifying opportunities to improve the support experience.
- Maintain flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
- Participation in the after-hours standby roster to provide support for Cyberlogic 24/7 clients.
Cross Team Collaboration:
- Participating in team meetings and training sessions to sharing knowledge and best practices with team members to enhance overall team capabilities and to stay up to date on new technologies.
- Assisting as a project resource when needed, including providing support for system upgrades, migrations, and other projects related to IT infrastructure.
Continuous Learning and Development:
- Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
- Setting and reviewing personal development goals to ensure continuous improvement and growth.
EDUCATION & WORK EXPERIENCE:
Essential Qualifications:
- Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure
- Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
- CompTIA A+
- CompTIA Network+
- Fortinet Certified Fundamentals (FCF) in Cybersecurity certification
- Fortinet Certified Associate (FCA) in Cybersecurity certification
- Fortinet Certified Professional (FCP) - FortiGate Administrator
- · Mimecast Email Security, Cloud Gateway Fundamentals Level 1 Certification
Beneficial Qualifications:
- Fortinet Certified Professional (FCP) - FortiManager Administrator
- MS-102: Microsoft 365 Administrator
- MD-102: Endpoint Administrator
- AZ-104: Microsoft Azure Administrator.
- Mimecast : Email Security, Cloud Gateway Advanced Level 2 Certification
- Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications), or equivalent industry experience.
- · A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
Experience:
- 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
- Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience would be beneficial.
TECHNICAL COMPETENCIES & SKILLS:
- Intermediate knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
- Intermediate knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
- Intermediate knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
- Intermediate knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
- Intermediate knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
- Intermediate knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
BEHAVIOURAL COMPETENCIES:
- Practical Intelligence
- Risk Management
- Goal Orientation
- Commercial Awareness
- Judgement
- Collaboration & Teamwork
- Tenacity
- Growth-Mindset
Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.
