Infrastructure Support Engineer

Job Title

Infrastructure Support Engineer

LOCATION:

Hybrid: Stellenbosch/Woodmead + Remote

About Cyberlogic

Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.

Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.

We believe our people are essential to our continued success and support career growth through our Go4Growth model which is aimed at encouraging our people to continuously contribute, learn, evolve and succeed.

Our Values

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

Purpose Of Position

The purpose of the Infrastructure Support Engineer position is to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment. The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues. The Infrastructure Support Engineer will also be responsible for assisting in the planning and implementation of small IT infrastructure projects and changes. The purpose of this role is to ensure that the IT infrastructure is functioning optimally, and to provide technical expertise to both clients and internal teams, ultimately contributing to the overall success of the organization.

Key Responsibilities

• Providing senior technical support and troubleshooting to end-users for server, networking, and internet-related issues.
• Resolving complex server and network issues, including server hardware failures, network connectivity issues, and firewall configuration issues.
• Providing technical first and/or second-line public cloud support (M365 & Azure)
• Working closely with other support teams to identify and escalate complex or unresolved issues to higher-level support teams or vendors and following up on open tickets to ensure timely resolution.
• Assisting with IT infrastructure projects, including server migrations, network upgrades, and firewall deployments.
• Providing technical guidance and mentorship to junior team members
• Documenting support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
• Communicating with clients and stakeholders to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
• Participating in team meetings and training sessions to stay up-to-date on new technologies and support best practices.
• Ensure flexibility and availability to support system upgrades, maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.

Experience

QUALIFICATIONS AND EXPERIENCE

• 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.

Recommended 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.

Additional Requirements

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

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like' environment at your home location to deliver your best in terms of performance and productivity.