IT Engineer

Delivering exceptional end user support services to staff. The role has a critical interface with several peer teams as well as external vendors and 3rd party support teams. Play a crucial role in driving operational stability by leveraging technical expertise, people management skills, and customer satisfaction for the assigned sites and projects.
Roles & Responsibilities

• Daily Operational Tasks – Ensure smooth functioning of IT Services, ensuring requests are resolved within set timelines, customer satisfaction, implementing IT policies and processes, identifying, and troubleshooting hardware and software issues.
• Review of New Systems – Work with the team on the design and review processes for new systems. Document the proposed technical design for the integration and implementation of any new software and hardware, working across the IT department. Engage in advanced, complex technical projects or business issues requiring state-of-the-art technical or industry knowledge.
• Analyse System Requirements - Analyse existing systems to ensure they offer adequate security and are effectively meeting the needs of the organization including server infrastructure, capacity planning, storage requirements, and networking protocols. Coordinate with all areas of the organization to see that the system is working as optimally as it should. Evaluate business requirements to identify where they can integrate new hardware, operating systems, or connectivity solutions.
• Recommend Alternative Technologies and Improvements - Based on information gathering, analyse the organization systems’ needs, recommend alternative technologies or improvements to enhance information systems to support organizational goals. Training and educating end-users on technology usage and best practices.
• Evaluate Projects – Participate in evaluating the success of the project, identifying best practices and lessons learned. Provide feedback to leadership and incorporate this information into future integration plans.

• Bachelor’s degree or above in computer science or equivalent education.
• 7+ years of relevant working experience in infrastructure/operations design and deployment.
• 5+ years’ experience in server and network management for medium to large organizations.
• 2+ years’ experience in identifying and executing security requirements.
• Provide expert-level technical support to end users, diagnosing and resolving complex hardware, software, and network issues.
• Assisted in the planning and execution of IT projects, including system upgrades, hardware refresh cycles, and software deployments.
• Participates in proof of concepts to assist in defining technology direction and enabling business strategy.
• Communicates and validates program architecture with infrastructure team, project management team, and technology services management team.
• Follow data retention, backup, and recovery methods and plans.
• Maintain a common documentation library of standardized procedures and configurations.
• Deep understanding and experience in Microsoft Office 365 and Azure.
• Good understanding of Unified Communication solutions/platforms.
• Good understanding of Firewalls, managed switches, and web application firewalls.
• Collaborate with cross-functional teams, including infrastructure, security, and application support, to address complex technical issues and ensure efficient problem resolution.