Job Description

Job SummaryInfrastructure Engineer (Hybrid) IT - Infrastructure
Cape Town - Western CapeENVIRONMENT: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:

• National Diploma in Information Technology or equivalent Degree/Diploma
• Advantageous Linux Certification (Linux Certified Professional or similar)

Qualifications Advantageous:

• Microsoft Server Certification (2012 R2, 2016 and 2019 Administrator)
• Security+ Certification
• Microsoft SQL Certification

Experience and Skills required:

• IT Helpdesk/Service Desk Support and Customer Interaction
• Technical Problem Solving
• Vmware Vsphere / ESXi
• Networking / Diagnostic / Wireshark
• Firewall / Security Experience
• Backup and Recovery
• Internet Information Services (IIS)
• Disaster Recovery/Risk Management
• Experience and Skills Advantageous
• VOIP / SIP
• Nagios and Monitoring
• Dell SAN/Server Administration
• Knowledge of Contact Centre Technologies e.g. IP PBX, Genesys, Asterisk
• Asterix
• Nginx

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