Remote Infrastructure Support Engineer

Summary

Join Cyberlogic as an Infrastructure Support Engineer to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment.

Requirements

• 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

Responsibilities

• 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
• 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)
• Conduct performance analysis and optimization of systems to enhance efficiency
• Proactively identify and address potential bottlenecks and system vulnerabilities
• Provide guidance and mentorship to monitoring and Infrastructure support technician staff
• Conduct training sessions to enhance the skills and knowledge of the team
• Maintain comprehensive documentation for configurations, procedures, and troubleshooting steps
• Ensure that knowledge is shared effectively within the team
• Develop and test incident response plans for critical situations
• Act as a point of escalation for major incidents, coordinating resolution efforts
• 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
• Implement and enforce security policies and procedures to safeguard systems and data
• Stay informed about the latest cybersecurity threats and best practices
• Identifying areas for automating routine tasks and processes
• Working with the automation team to streamline system management and reduce manual intervention

Preferred 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

Benefits

• Code B South African driver's license
• Own means of transport