IT Infrastructure Specialist
We are seeking a skilled IT Infrastructure Specialist to join our team.
This is a critical role that involves ensuring the stability, security, and efficiency of all company systems. As a key member of our team, you will be responsible for advanced technical support, administration, and ongoing optimization of infrastructure.
Key Responsibilities:
* Prepare projects and technical specifications, install, configure, provide support and manage various operating systems, access solutions, antivirus, and specific applications.
* Manage storage, backup, and server virtualization solutions.
* Work in administration and deployment of Microsoft, Linux, VMware, and Hyper-V Servers.
* Monitor the implementation of new services in the environment, aiming to assimilate new technologies.
* Maintain all environments managed, keeping them updated and configured in accordance with customer guidelines and best market practices.
* Monitor and test environmental continuity procedures, recording them.
* Develop and distribute software/configuration packages on a large scale.
* Install and maintain server hardware.
* Interact with manufacturers and service providers if necessary.
* Provide support to the service desk in incidents and problems to resolve issues that exceed solution conditions in that area.
* Analyze the problems presented, opening problems in the company's support system, aiming for their resolution.
* Analyze and research causes, solutions, technologies, and costs involved in solving the problems encountered.
* Recommend environmental improvement solutions.
* Perform hands-on fixes, including installing and upgrading software, installing hardware.
* Owns and drives issues to resolution, including escalation to specialized resources within the broader IT organization.
* Remains engaged on issues until resolution.
* Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.
* Lead, coordinate, and participate in improvements as they relate to the on-site IT environment.
* Serves as an advocate for the organization's information security management system.
* Test fixes to ensure problems have been adequately resolved.
* Perform post-resolution follow-ups to customer requests.
* Evaluate documented resolutions and analyze trends for ways to prevent future problems.
* Field incoming requests from customers via both telephone and email in a courteous manner.
* Build reports with customers.
* Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
* Prioritize and escalate problems (when required).
* Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
* Apply diagnostic utilities to aid in troubleshooting.
* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
* Understands the essential responsibilities of the position and works to continuously build and improve the skills necessary to be proficient in the role.
* Supports operates and maintains AV equipment for live meetings and events.
* Provides support and demonstrates expert knowledge for online webinar tools and applications.
Requirements
The ideal candidate will possess the following skills and qualifications:
* Exceptional written and oral communication skills.
* Exceptional interpersonal skills, with a focus on listening and asking probing questions as appropriate.
* Strong documentation skills.
* Ability to conduct research into a wide range of computing issues as required.
* Ability to absorb and retain information quickly.
* Ability to present ideas in user-friendly language to non-technical staff and end users.
* Keen attention to detail.
* Proven analytical and problem-solving abilities.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Exceptional customer service orientation.
* Ability to represent and advocate for both the policies and procedures of the IT organization and the end-users' perspective.
* To resolve assigned tickets in adherence to agreed SLA and quality standards of the company.
* To maintain high login Efficiency (Availability) for customers.
* To resolve tickets within agreed SLA of ticket volume and time.
* To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
* To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
* To update worklogs and follow shift/escalation process and process compliance.
* Work on value-added activities such Knowledge base update & self-development.
Technical and Personal Skills
* Consistently demonstrates a positive attitude and approach.
* Demonstrates enthusiasm and dedication.
* Consistently displays initiative by proactively providing solutions and driving long-term objectives toward completion.
* Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant.
* Focuses on what can be done. When a problem exists, suggest a solution.
* Builds relationships with stakeholders.
* Maintains a courteous and professional manner in all dealings.
* Complete higher education.
* Postgraduate degree in IT is desirable.
* Microsoft or VMware certification preferred.
* Microsoft Windows Server Support.
* MS Office Tools, O365, SharePoint, Teams.
* Hardware Support.
* Network Support and Troubleshooting.
* Videoconferencing Support.
* Peripheral Support.
* Monitoring Tools Knowledge.
* Tickets Tools Knowledge (Service Now).
Language Requirements
* English, Fluent (Required)