Job description
JOB TITLE:
Infrastructure Support Engineer
LOCATION:
Hybrid: Stellenbosch or Woodmead + Remote
ABOUT CYBERLOGIC: Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.
Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.
Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.
Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.
OUR VALUES:
- We challenge ourselves to be more AWESOME
- We are driven to KEEP learning and EVOLVING
- We look beyond symptoms to identify and RESOLVE ROOT CAUSES
- We hold each other accountable through CANDID and constructive FEEDBACK
- We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
- We CARE deeply ABOUT the success of CYBERLOGIC
- We FINISH WHAT WE START
- We always GIVE OUR BEST even if it means putting in the hard yards
- We KEEP THINGS SIMPLE
PURPOSE OF POSITION:
The purpose of the Infrastructure Support Engineer position is to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment.
The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues.
Additionally, the role involves guiding infrastructure changes, offering mentorship to junior team members, and championing proactive solutions to enhance the end-user experience.
The primary purpose is to maintain an optimal IT environment by resolving intricate technical issues, leading infrastructure changes, and serving as a resource for continuous improvement in the Managed Services support landscape.
KEY RESPONSIBILITIES:
Advanced Troubleshooting:
- Diagnose and resolve complex technical issues that cannot be addressed by lower support levels.
- Lead post-incident root cause (RCA) investigations around recent high-impact / major incidents at clients.
- Working with the Infrastructure Technical Leader to investigate root causes of recurring problems and implement permanent solutions.
Infrastructure Management:
- Facilitate the support, management, and maintenance of complex hybrid IT infrastructures.
- Ensure the stability, reliability, and security of:
- Network Services (ADDS, DNS, DHCP, NPS)
- Windows Servers (Physical and Virtual)
- LAN, WAN and WLAN networks
- Perimeter UTM firewall appliances (Fortinet, SonicWall, Sophos)
- Virtualization environments (Microsoft Hyper-V and VMware vSphere)
Performance Optimization:
- Conduct performance analysis and optimization of systems to enhance efficiency.
- Proactively identify and address potential bottlenecks and system vulnerabilities.
Mentoring and Training:
- Provide guidance and mentorship to monitoring and Infrastructure support technician staff.
- Conduct training sessions to enhance the skills and knowledge of the team.
Documentation:
- Maintain comprehensive documentation for configurations, procedures, and troubleshooting steps.
- Ensure that knowledge is shared effectively within the team.
Incident Response and Planning:
- Develop and test incident response plans for critical situations.
- Act as a point of escalation for major incidents, coordinating resolution efforts.
Collaboration:
- Collaborate with other IT teams, vendors, and stakeholders to achieve organizational objectives.
- Participate in cross-functional teams (professional services) for system upgrades, migrations and integrations.
Security Expertise:
- Implement and enforce security policies and procedures to safeguard systems and data.
- Stay informed about the latest cybersecurity threats and best practices.
Scripting and Automation:
- Identifying areas for automating routine tasks and processes.
- Working with the automation team to streamline system management and reduce manual intervention.
QUALIFICATIONS AND EXPERIENCE
EXPERIENCE
- 5-7 years of experience in a technical support or infrastructure role, preferably in a managed services or enterprise IT environment with a focus on server and network support.
- Advanced knowledge of IT server and networking concepts, including Windows Server operating systems, networking protocols, DNS, DHCP, TCP/IP, and advanced network troubleshooting.
- Advanced experience with firewalls, routers, switches, and other networking equipment.
- Advanced experience with virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
- Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Excellent organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
RECOMMENDED QUALIFICATIONS
- A bachelor’s degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
- Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), or equivalent industry experience.
- Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience.
- Microsoft 365 Certified: Enterprise Administrator Expert (MS100 & MS101), or equivalent industry experience.
- Microsoft Azure Administrator (AZ-104), or equivalent industry experience.
ADDITIONAL REQUIREMENTS
- Code B South African driver’s license
- Own means of transport
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.
