Job Description

Key Responsibilities

• Provide IT support for all aspects of the internal IT Infrastructure, including desktop, server, network, and telephony infrastructure.
• Support other team members and assist the lead with additional activities.
• Log and track IT incidents in the defined service desk tool, ensuring resolution and implementing preventive measures when possible.
• Conduct troubleshooting and escalate high-priority or technically complex incidents to senior IT members.
• Communicate promptly with affected business users during service-impacting incidents or scheduled maintenance.
• Perform daily operational checks on supported systems and resolve identified problems.
• Coordinate with external support vendors and cloud solution providers (e.g., AWS, Microsoft Office 365) for IT Infrastructure-related issues.
• Follow documented standard operating procedures for patching, backups, monitoring, and capacity management to maintain an up-to-date and highly available IT Infrastructure.
• Log all changes in the defined change control system, obtain appropriate approvals, and communicate details to relevant IT personnel for global consistency.
• Contribute to the global IT knowledge base and collaborate with other regions to balance operational tasks and ensure consistency.
• Collaborate with broader IT teams globally to drive improvements based on logged support issues.
• Support the IT Support Lead and handle delegated tasks and responsibilities.
• Assume responsibility for IT Infrastructure Support Analysts in the absence of the IT Infrastructure Support Lead.
• Promote awareness and a positive attitude towards cybersecurity and suggest improvements to senior management.
• Assist team members to ensure consistency and provide support to other IT teams as needed.
• Perform additional duties as assigned by the line manager.

Requirements

Experience:

• Adapts easily to changing environments and manages work efficiently.
• Self-motivated and driven to achieve results.
• Willingness to work on shifts and be on-call outside of regular working hours.
• Flexible approach to working hours to accommodate urgent and ad hoc tasks.
• Possesses a strong technical background and excellent problem-solving skills.
• Effective time management with proven prioritization abilities.
• Good interpersonal skills with the ability to communicate effectively in both written and oral form to internal and external clients.
• Proficient in Microsoft Stack and associated key technologies such as Active Directory, Group Policy, DNS, DHCP, and TCP/IP.
• Solid understanding of networking fundamentals, including TCP/IP and routing protocols.
• Sound knowledge of IT security fundamentals.
• Familiarity with AV-related technologies, including Video Conferencing, VOIP, SIP, H323, and Cisco Call Manager.
• Experience with Microsoft Exchange, SQL, and Citrix XenApp/XenMobile.

Experience in any of the following areas would be advantageous:

• Exposure to cloud providers including AWS, Microsoft Azure, and Office 365.
• Proficiency in networking technologies, including Cisco router/switch management and troubleshooting.
• Knowledge of IT security technologies.
• Familiarity with internet technologies, particularly MS IIS, Bluecoat, IDP, and Checkpoint Firewalls.

Exposure to any of the following areas would be advantageous:

• Automation using scripting languages such as PowerShell.
• Experience with virtualization technologies like VMware and Hyper-V.
• Understanding of storage technologies, including SAN, DAS, and RAID.

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