Infrastructure Support Engineer

JOB TITLE:
Infrastructure Support Engineer

LOCATION:
Remote / Johannesburg

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:
Provide 3rd level and/or expert level support to the greater Operations department. Responsible for assisting the Infrastructure Support Technicians with solving infrastructure incidents/problems. Leading investigations of escalated issues and seeking solutions to more complex problems. Primary team for facilitating changes to all client infrastructures (RFC).

KEY RESPONSIBILITIES:

• Always adhere to our clients specific security and change request protocols.
• Provide 2nd line support on infrastructure related requests from clients.
• Provide 1st line support on Azure and M365 requests or incidents.
• Provide 3rd line escalated support on hybrid infrastructure system generated alerts including but not limited to backups and AV.
• Provide guidance and mentorship to the IMT Support Technicians.
• Perform scheduled after hours work as required.
• Participate in advanced standby on a weekly rotational basis and will be primarily responsible for infrastructure related incidents.
• Perform root cause analysis on system generated alerts and problem requests.
• Participate in mini projects and non-OKR related activities.
• Assist the PCS team on projects when required.
• Always keep ITGlue documentation up to date when changes were made in a client environment.

CORE COMPETENCIES:

• Deciding and Initiating Action
• Working with People
• Writing and Reporting
• Applying Expertise and Technology
• Learning and Researching
• Coping with Pressure and Setbacks

DESIRED TECHNICAL COMPETENCIES:

• Technical knowledge
• Problem Solving (Troubleshooting)
• Communication
• Flexibility
• Training and Mentoring

KEY REQUIREMENTS:

• Veeam Sales Professional
• Veeam Technical Sales Professional
• AZ-800: Administering Windows Server Hybrid Core Infrastructure
• AZ-801: Configuring Windows Server Hybrid Advanced Services
• Microsoft 365 Certified: Enterprise Administrator Expert
• Exam AZ-104: Microsoft Azure Administrator

DESIRED REQUIREMENTS:

• Attendance to all Cyberlogic provided training and technical workshops

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.