Infrastructure Engineer

SUMMARY:
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POSITION INFO:

Job title: Infrastructure Engineer

Location: Cape Town

Our client is a UK based company with 25 years of experience in delivering IT services and infrastructure solutions to a wide range of customers across varied markets and locations. They are seeking a skilled Infrastructure Engineer to join their dynamic team in their Cape Town offices based in Plattekloof.

Purpose of Role:

As the Infrastructure Engineer you will play a pivotal role in ensuring the smooth operation of their infrastructure systems by providing timely event and incident management, triage, investigation, resolution, and proactive identification of improvement opportunities. You will collaborate closely with various teams to maintain and enhance their infrastructure services.

Responsibilities:

1. Event Triage and Resolution:

• Work in alignment with the Event and Incident processes to provide efficient event triage, investigation, and resolution.
• Adhere to Key Performance Indicator (KPI) measures to ensure timely resolution and minimise impact on infrastructure services.

2. Incident and Request Management:

• Collaborate with the End User Computing (EUC) L1 and L2 team to investigate and resolve infrastructure incidents or requests that have been triaged.
• Follow Incident and Request processes to ensure prompt resolution and customer satisfaction.

3. Problem Identification and Escalation:

• Identify underlying issues in resolved incidents or requests and raise problem tickets for review and action by L3 teams and collaborate on deploying resolutions into client environments.
• Ensure that recurring issues are addressed effectively to prevent future disruptions.

4. Standard Changes Execution:

• Execute standard changes on infrastructure systems as assigned by the Change owner, including Tech Ops, Sec Ops, or Clients through their TAM (Technical Account Manager) platform.
• Ensure changes are implemented following established protocols and documentation.

5. Technical CSI Initiatives:

• Proactively identify opportunities for Continuous Service Improvement (CSI) within the infrastructure domain.
• Raise technical CSI initiatives to the Technical Authority for evaluation and implementation.

Qualifications/Skills required:

• Bachelor's degree [or relevant experience] in Computer Science, Information Technology, or related field.
• Minimum of 2 years of experience in infrastructure operations or a similar role, ideally in a Managed Services Provider.
• Proficiency in incident management and troubleshooting methodologies.
• Strong understanding of ITIL framework and processes.
• Experience with standard change execution and change management procedures.
• Excellent communication and collaboration skills.
• Ability to prioritize tasks and work effectively under pressure.
• ITIL certification(s) is a plus.
• Experience and working knowledge of the following technologies or methodologies: Microsoft Server (DNS, DHCP, GPO etc), InTune, Azure, MDM, basic networking, Hyper-V, SAN, backup and disaster recovery (Veeam, MABS, etc)

Remuneration:

• Salary range R 40 000.00 – R 55 000.00 p/m based on experience and technical skill.
• Benefits
• Life Insurance contribution (provided immediately)
• Medical Aid contribution (after 6 months)
• Retirement Annuity Fund contribution (after 6 months)