Information Technology Infrastructure Engineer
Role Overview
Provides advanced L3 technical support across infrastructure, applications, and network environments.
Focuses on complex issue resolution, root cause analysis, system administration, and IT service availability in line with SLAs.
Key Skills for This Role
Full Job Posting
Role overview
Provides advanced L3 technical support across infrastructure, applications, and network environments.
Focuses on complex issue resolution, root cause analysis, system administration, and IT service availability in line with SLAs.
Responsibilities
- Provide advanced support for escalated hardware, software, and network issues; troubleshoot critical and recurring incidents and identify root causes.
- Administer Active Directory and support Microsoft Office 365, including Exchange Online, Teams, and SharePoint.
- Handle incident, problem, and change management in line with ITIL practices; monitor performance and service uptime.
- Carry out patching, upgrades, and configuration management; collaborate with infrastructure, network, and security teams.
- Maintain documentation, SOPs, and knowledge resources; participate in on-call rotations and critical incident management.
Required qualifications and skills
- At least 6 years of IT support or infrastructure support experience.
- Strong troubleshooting skills across Windows environments, hardware, and enterprise applications.
- Hands-on Active Directory experience, including Group Policy, user access, and security policies.
- Strong Microsoft Office 365 administration and support knowledge.
- Experience with ticketing tools such as ServiceNow, Jira, or Zendesk.
- Solid networking knowledge, including DNS, DHCP, TCP/IP, and VPN.
- Experience with incident management, problem management, and root cause analysis.
- Able to handle high-priority incidents and escalations; good communication and stakeholder handling skills.
Preferred skills
- ITIL Foundation certification is preferred.
- Azure or Microsoft 365 Admin Center experience, exposure to endpoint tools such as Intune or SCCM, security and compliance knowledge, and enterprise or managed services experience are nice to have.
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