IT Infrastructure Engineer

• An established financial services organisation is seeking an IT Infrastructure Engineer to ensure the stable, secure and efficient operation of its Microsoft-centric IT environment. The role supports business continuity, regulatory confidence and reliable day-to-day operations through the maintenance, support and improvement of Microsoft 365, email, telephony, Sophos firewall, VPN, Wi-Fi, Cloudflare, endpoint, server and vendor-managed infrastructure services. The successful candidate will provide hands-on, disciplined troubleshooting, maintain secure configurations and clear technical documentation, coordinate external suppliers and introduce practical operational improvements. This opportunity is suited to an experienced IT Support Technician who is ready to progress into broader infrastructure ownership and operational responsibility

Minimum Requirements:

• Relevant NQF Level 5 qualification or equivalent practical experience in Information Technology, Network Engineering, Systems Administration or a related discipline.
• Microsoft, CompTIA, networking, Sophos, security, Cloudflare or ITIL certifications or studies would be advantageous.
• 2–4 years’ practical experience in IT support, desktop support, network support, systems support or a similar technical role.

Experience supporting Microsoft-based environments, including:

• Windows endpoints.
• Windows Server.
• Active Directory and Microsoft Entra ID.
• Microsoft 365.
• Exchange and email infrastructure.
• Basic networking.
• Vendor-managed services.
• Readiness to progress into infrastructure administration with broader ownership, stronger documentation and disciplined escalation.
• Knowledge of Microsoft 365, Exchange and email infrastructure, Windows Server and Windows 11.
• Knowledge of Active Directory, Microsoft Entra ID, endpoint administration and access-control fundamentals.
• Practical knowledge of Sophos firewall administration, VPNs, Wi-Fi, DNS, DHCP, TCP/IP and routing.
• Strong practical network troubleshooting capabilities.
• Knowledge of telephony support and Cloudflare DNS and security administration.
• Understanding of infrastructure monitoring, backup checks, endpoint security and incident-management processes.
• Strong technical documentation skills.
• Ability to coordinate suppliers and follow up on service-level agreements.
• Strong user communication skills.
• Understanding of change-control processes.
• Ability to handle confidential business information securely.
• PowerShell knowledge would be advantageous.
• SQL Server or Power BI infrastructure awareness would be advantageous.
• Experience with Zabbix or a similar monitoring platform would be advantageous.
• Experience with POPIA-aligned controls or the preparation of control evidence would be advantageous.
• Ability to apply technical knowledge practically and learn unfamiliar services quickly.
• Logical and analytical approach to investigating incidents across users, endpoints, networks, identity systems, email and external suppliers.
• Results-driven approach with the ability to follow through on incidents, maintenance activities and improvement tasks.
• Strong planning, organisational and prioritisation skills.
• Ability to follow established change and approval processes.
• Professional communication skills and the ability to work effectively with users, managers, vendors and technical colleagues.

Duties and Responsibilities:
Infrastructure Operations and Endpoints

• Maintain Windows Server, Windows 11 endpoints, Active Directory, Microsoft Entra ID, DNS, certificates, endpoint builds and core infrastructure services
• Perform routine checks relating to system availability, patching, backups, storage, security tools, monitoring alerts and overall service health
• Troubleshoot incidents from initial diagnosis through to resolution or appropriate escalation
• Provide clear progress updates and maintain accurate support and incident records

Network, Sophos Firewall, VPN and Wi-Fi

• Support LAN, WAN, Wi-Fi, VPN and Sophos firewall environments
• Support and maintain firewall rules, NAT, IPsec connections, remote-access connectivity, routing, DHCP and TCP/IP
• Monitor and investigate connectivity issues affecting offices, cloud platforms, internet services, suppliers and users
• Investigate and resolve secure remote-access failures
• Maintain network diagrams, firewall, VPN and Wi-Fi change notes, access records and connectivity runbooks

Microsoft 365, Identity and Email Infrastructure

• Administer Microsoft 365 users, groups, multifactor authentication and access requests
• Coordinate Microsoft 365 licensing requirements
• Administer shared mailboxes and distribution lists
• Support Exchange and email-delivery services
• Support email-security controls
• Investigate phishing, spoofing and spam incidents
• Escalate email and security-related issues to the relevant service providers where required
• Maintain secure employee onboarding and offboarding processes
• Process permission and identity-related changes
• Maintain accurate identity and access-related documentation

Telephony, Cloudflare and Security Services

• Support telephony users, call routing, handsets and softphones
• Log, manage and follow up on telephony provider tickets
• Perform telephony availability checks
• Support Cloudflare DNS, proxy services, SSL/TLS, web application firewall and security rules
• Maintain domain records
• Implement approved Cloudflare configuration changes
• Assist with suspicious-activity investigations
• Support the preparation of audit evidence
• Assist with cyber-insurance information requests
• Support POPIA-aligned information-security controls

Governance, Vendors and Continuous Improvement

• Document infrastructure designs, standard operating procedures and runbooks
• Maintain accurate records of incidents, changes, risks, supplier information and escalation paths

Coordinate external service providers responsible for:

• Microsoft services
• Microsoft licensing and Exchange
• Email and email security, including INKY
• Sophos firewall and security services
• Internet and network services
• Telephony
• Cloudflare and DNS
• Cloud hosting
• Endpoint services
• Monitoring services
• Backup services
• Liaise with audit, funding and cyber-insurance stakeholders where required
• Work closely with all internal employees
• Follow up with suppliers regarding incidents, service delivery and agreed service levels
• Recommend practical improvements that strengthen infrastructure stability, security, monitoring, recoverability and user experience
• Ensure infrastructure solutions remain practical and fit for purpose without unnecessary over-engineering