Infrastructure Engineer

Job Overview

Managing the day-to-day IT operations 24/7, ensuring Client SLA’s are met with regards to services and delivery, and ensuring that the IT Helpdesk provides excellent customer service in supporting the business. Keeping the fault/request queue below the set maximum target and being a role model while setting an example for the desired standards of conduct, leadership, integrity, and professionalism at all times.

Duties & Responsibilities

• Plan and implement moves, adds, changes, and deletions to support the IT infrastructure.
• Responsible for maintaining information on purchases for the assets registry.
• Implement network security at levels set by corporate standards.
• Anticipate difficulties or problems relating to IT and ensure that contingency plans are in place.
• Work with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.
• Interact constructively with internal clients at all levels to help resolve IT-related issues and provide timely answers through effective implementation of helpdesk and application software.
• Administer and maintain the company’s IT infrastructure and manage all telephone changes.
• Manage day-to-day internal and external client interactions.
• Oversee all helpdesk activities for the location.
• Respond to and resolve escalated Helpdesk issues.
• Manage day-to-day activities of the IT Team.
• Ensure that company IT assets are maintained according to company standards.
• Manage the administration and maintenance of computer stations and software for the company’s training programs and training facilities and provide proactive support.
• Manage troubleshooting, system backups, archiving, disaster recovery, and provide expert support while identifying opportunities for improvements.
• Provide the financial department with IT financial information and manage the purchasing of all software, hardware, and other IT supplies within budget constraints.
• Facilitate the motivation and development of the team by aligning project tasks with team members' career interests while attaining goals and giving feedback on performance.
• Manage IT suppliers and SLAs.
• Perform any other duties consistent with the position of ICT Team Leader.
• Identify opportunities for improvement and make constructive suggestions for change.
• Maintain information on purchases for the assets registry.
• Manage key supplier relationships, costing, and SLAs.
• Communicate with the Management Team and all other levels within the business.
• Provide regular updates to senior management during IT downtime.
• Play a vital role with clients, always being well-briefed and informative.
• Update as appropriate and maintain casual contacts for the good of the business.
• Attend and contribute to regular team meetings to discuss and resolve departmental issues and challenges.
• Remain at the forefront of emerging industry practices and continually investigate IT technologies.
• Identify opportunities for improvement and make constructive suggestions for change.

Desired Experience & Qualifications

• Degree in a relevant discipline or equivalent relevant work experience.
• 5 years of experience in a senior/team lead IT role (preferably in the contact service centre industry: in-house centre within airline industry or international customer care outsourcing provider) advantageous.
• MCSE, CCNA certificate, and ITIL qualification required.
• Advanced knowledge of the following Systems: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre Configuration Manager (SCCM).
• Advanced knowledge of Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.
• Web Technologies would be advantageous.
• Well-developed knowledge of Telephony applications and concepts.
• Well-developed knowledge of the Genesys Suite of products is an advantage.

Proven track record of organisational and planning skills is essential.

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