IT Infrastructure Specialist

In collaboration and alignment with the IT Infrastructure & Security Manager, monitor, the IT Infrastructure Specialist’s role is to plan and coordinate the installation, implementation, configuration, maintenance and troubleshooting of IT infrastructure systems and equipment.

In addition, he/she will provide appropriate technical support (level 2 and 3) and contribute to IT support and maintenance activities in collaboration with the other team members.

Responsibilities:

I. Infrastructure

• Manage and monitor all installed IT systems and infrastructure (including servers and network) to be in line with organisation’s guidelines and SOP (standard operating procedures);
• Assist in plan design, hardware implementation, software, network capabilities;
• Install, configure, and test new operating systems, application software, and system management tools;
• Plan and implement system automation as required for better efficiency;
• Ensure the highest level of system and infrastructure availability;
• Ensure operating environments stay safe and secure;
• Monitor and follow up the asset’s databases, and ensure the data security, data saving, data integrity and backup;
• Respond effectively and speedily to any infrastructure and security problems.

II. Support

• Ensure onsite and offsite (HD offices) technical support with remote support if needed, in order to guarantee the efficient use of all IT infrastructure;
• Evaluate the existing systems and provide an appropriate high-level technical support (Level 2 and Level 3) on daily basis and acting as a remediation escalation for the IT HelpDesk;
• Ensure that employees’ computers and devices can successfully connect to networks and access business-critical data at all times;
• Provide technical training and support to the IT team as well as to all other organisations members.

III. Standards & Procedures

• Comply with internal and external IT audit requirements and document accordingly when required;
• Maintain appropriate internal IT documentation (procedures, guideline, etc.) and ensure its implementation in accordance with organisation’s standards, policies and protocols for actual as well as future needs;
• Document all reported technical malfunctions and actions taken in response.

IV. Projects

• Participate to project initiatives with the IT Infrastructure Manager (enhancement on servers and network, migration, security management, data management, data security protocol, cloud, etc.) and act as back up during absences;
• Collaborate with other professionals and external suppliers to ensure high quality deliverables within organization guidelines, policies, procedures and budget;
• Deal with work process, optimization methods, and risk management tools in the given projects for the successful accomplishments according to the requirements of the stakeholders;
• Perform any other related tasks as required by the supervisor.

The successful candidate should meet the following criteria:

• Bachelor’s degree in Computer Science or allied field;
• 3 years’ experience in a similar job (with a minimum of 2 years’ supporting and troubleshooting hardware & software problems in a Microsoft / AD based environment);
• Working knowledge of Aruba, Arista, Sophos, network troubleshooting tools like Wire Shark and Putty, strong grasp of TCP/IP concepts, VLANs, Wireless Networking technologies and security, VPN, Identity Access Management, VOIP concepts;
• Strong grasp of Windows Server, Linux Server, VMWare vCenter, Open Stack or other forms of Hyperconverged environments and understanding of Hypervisors;
• Understanding of NAS and NAS to Cloud configurations;
• Experience with endpoint, MDM & MAM packaged solutions such as Microsoft InTune;
• Strong ability to troubleshoot Microsoft Office 365, Exchange Online email deliverability issues, anti-spam solutions;
• Ability to maintain DNS records, MX records, TXT records, Domain Registrar duties;
• Experience with end-point management solutions such as WSUS or other solutions;
• Knowledge of and preferred support of SSO and Password Management Applications as well as MFA concepts and FIDO;
• Experience in supporting conferencing and video conferencing solutions; Skype for Business, Zoom, Cisco WebEx;
• Ability to support and resolve a wide range of daily technical issues; eagerness to investigate and learn new technologies;
• Knowledge of backup procedures and solutions. (Veeam);
• Working knowledge on Microsoft Azure;
• Knowledge of MS Exchange, MS SharePoint, MS Dynamic 365, MS Skype for Business, MS Teams;
• Developed understanding of security management in an IT environment;
• Scripting knowledge via PowerShell;
• Strong ability and emphasis on automation where applicable; provisioning and patching of endpoints;
• Extremely well-developed organizational, time management, and analytical skills;
• Dependable and reliable with strong improvement focus;
• A thoughtful team player who can work independently;
• Strong attention to detail, documentation, communication skills and follow-through;
• Ability to keep up to date with the latest tech innovations;
• Capable of training Help Desk staff on new technologies implemented;
• Fluency in English and French required.

Additional skills needed for this position:

• Must demonstrate effective communication skills in a multi-national environment and understanding of user perspectives;
• Strong organisational and time management skills;
• Motivated and keen to progress technically;
• Good analytical and problem solving skills;
• Technical and analytical mind-set;
• Decision-making and leadership;
• Organizational skills;
• Attention to detail;
• Ability to work off-hours as needed for IT projects;
• Ability to work effectively under pressure;
• Autonomous, proactive and result driven.