Job Description

ENVIRONMENT:Our client, a prominent provider of cloud Contact Center and CRM solutions in Southern Africa, is seeking a highly skilled and experienced Infrastructure Support Engineer. This critical role will be responsible for the maintenance, expansion, and support of the companys cloud infrastructure, ensuring seamless service delivery to all clients.Key responsibilities include the deployment and upkeep of infrastructure, architecture design, documentation, systems testing, installation, security management, continuity management, second-line support, escalation to upstream partners, change control management, and asset management. Candidates should possess a National Diploma in Information Technology or an equivalent qualification. Advantageous if you have a Linux certification.DUTIES:

• Infrastructure Support including troubleshooting and incident resolution for tickets escalated by 1st Line Engineers. This includes escalation to Upstream Vendors.
• Daily collaboration with Support Team (T1s) to assist with ticket resolution and guide escalations and responses/updates.
• Review of reported issue, replication, assisting T1s and advising troubleshooting.
• Thorough understanding of Support Standard Operating Procedures and adherence to these.
• Logical and thorough troubleshooting to identify root causes.
• Manage response times according to SLAs.
• Maintain deep knowledge of their solutions to act as escalation expert for Support.
• Infrastructure Maintenance including system performance monitoring, system backups, and proactive PROBLEM management.
• Infrastructure Projects including planning, testing, and execution of new builds/upgrades/updates/moves and changes.
• Infrastructure Support including troubleshooting and incident resolution for tickets escalated by 1st Line Engineers. This includes escalation to Upstream Vendors.
• Infrastructure Change Control, including planning, submission, and execution of all changes agreed to as per published Change Control Processes.
• Infrastructure Administration including creation and maintenance of documentation as and when required including but not limited to Architecture diagrams, maintenance schedules, support documentation and version control registers.
• IT Management including asset registration, equipment version control, equipment configuration to agreed standards, and general IT support for users.
• PROBLEM Management to proactively identify solutions to recurring or known issues to minimize the impact on services.
• 24 x 7 x 365 support of their Infrastructure and Support.

REQUIREMENTS:Qualifications Required:xc2xb0 National Diploma in Information Technology or equivalent Degree/Diplomaxc2xb0 Advantageous Linux Certification (Linux Certified Professional or similar)Qualifications Advantageous:xc2xb0 Microsoft Server Certification (2012 R2, 2016 and 2019 Administrator)xc2xb0 Security+ Certificationxc2xb0 Microsoft SQL CertificationExperience and Skills required:xc2xb0 IT Helpdesk/Service Desk Support and Customer Interactionxc2xb0 Technical Problem Solvingxc2xb0 Vmware Vsphere / ESXixc2xb0 Networking / Diagnostic / Wiresharkxc2xb0 Firewall / Security Experiencexc2xb0 Backup and Recoveryxc2xb0 Internet Information Services (IIS)xc2xb0 Disaster Recovery/Risk Managementxc2xb0 Experience and Skills Advantageousxc2xb0 VOIP / SIPxc2xb0 Nagios and Monitoringxc2xb0 Dell SAN/Server Administrationxc2xb0 Knowledge of Contact Centre Technologies e.g. IP PBX, Genesys, Asteriskxc2xb0 Asterixxc2xb0 NginxWhile we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.COMMENTS:When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply hereOR e-mail a Word copy of your CV to and mention the reference number of the job.

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