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Infrastructure Support Engineer

Date: 09-Nov-2021

Location: Taguig City, Philippines

Company: Canon

  1. POSITION OVERVIEW

The Infrastructure Support Engineer role is part of the infrastructure support team responsible for the management of all our infrastructure managed customers. These customers rely on Harbour IT to keep their Infrastructure running and meeting their needs which in turn allows the customer to focus on running their business. Infrastructure Management is one of Harbour IT’s key products and is critical to the success of the business.

 


 

The primary role of the Infrastructure Support Engineer is to deliver exceptional customer service while managing and maintaining our customer environments and providing support and mentoring to Infrastructure Support Technicians within the Infrastructure Support team. The support provided must be achieved within contracted SLAs and meeting our customers’ expectations at all times.

 

As an infrastructure support engineer this role requires a good range of technical capabilities in line with technologies we manage for our customers as well as the ability to troubleshoot issues and leading proper root cause analysis to drive down the re-occurrence of similar incidents.


Reporting into the Infrastructure Team Lead, this role is based in Pampanga, Philippines and working on a rotating roster in a shift between the hours of 7am – 6pm.

  1. POSITION RESPONSIBILITIES
  • Supporting all Harbour IT managed customers’ infrastructure environments.
  • Providing escalated infrastructure support from team members.
  • Providing escalated service desk support from service desk teams (escalated end user support).
  • Adhere to Incident, Problem and Change Management processes as per HIT/customer standards (ITIL) and within SLAs.
  • Fulfilment of Service Requests.
  • Perform proper root cause analysis and fixes to drive down the re-occurrence of similar incidents.
  • Create and maintain technical documentation and knowledge base for HIT customer environments.
  • Perform onsite maintenance and troubleshooting when required.
  • Attend Customer weekly and monthly meetings.
  • Be part of a rotating weekly roster for On-call responsibilities; this will include handling after hour escalations.
  • Working within a rotating roster in a shift between the hours of 7am – 6pm weekdays.
  • Being available to take phone calls for escalated enquiries or tickets.
  • Complete monthly patching for customers with onshore requirements.
  • Provide reports to Customers where required. This may include (but not limited to);
    • Daily Checks
    • Monthly reports
    • Post Incident reports

 

  1. SKILLS, KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

The position requires the following qualifications and experience:

You must have the following qualifications and experience;

  • Minimum 5 years’ experience in an infrastructure support role.
  • Valid MCSE or MCSA in Windows Server 2012 or above.
  • One other valid industry recognized certification.
  • Tertiary qualification in IT or Business.
  • Strong Active Directory experience and knowledge, including Group Policy.
  • Excellent working knowledge of Microsoft and Linux operating systems.
  • Experience of Azure Technologies and Platform.
  • Experience with Virtualisation technologies, VMware, RHEV or Hyper-V.
  • Strong working knowledge in O365 Enterprise Deployments and support .

 

The following qualifications and experience are desirable;

  • Experience in a Managed Services or similar environment.
  • ITIL v3 Foundation certificate (Must be obtained before the end of probationary period).
  • Cisco Certified Network Administrator (CCNA).

 

The position requires the following skills & knowledge:

  • Strong customer service skills
  • Passion for IT and technology
  • Working knowledge of the ITIL IT Service Management Framework
  • High level of analytical and problem solving skills
  • Ability to prioritise tasks and workload
  • Excellent verbal and written communication skills
  • Ability to work in a team environment with a shared workload
  • Ability to make decisions and/or escalate as appropriate
  • To stay up to date with infrastructure technologies and trends within the industry.
  • Strong understanding and experience in the following technologies;
  • Microsoft Server 2012 or above
  • Microsoft Active Directory (DNS, DHCP, Site & Services, Group Policy)
  • Microsoft Exchange 2013 or above
  • VMware vSphere 6.0 or above
  • Network fundamentals
  • Exposure and knowledge in some of the following technologies;
  • Backup Technologies, including Commvault, Veaam, Rubrik Backup Exec
  • Network and Windows Security
  • Anti-Virus Technologies, including Symantec, Trend, Kaspersky
  • Citrix and Terminal Services
  • WAN Acceleration
  • Azure
  • Office 365,  M365
  • Linux / Unix
  • SQL Server 2014 or above
  • Firewall Technologies (Cisco, Juniper and WatchGuard)
  • Load Balancing
  • Cisco Wireless Controllers and Access Points
  • Cisco Routing and Switching
  • Azure, AWS
  • Global Active Directory.
  • Server/Storage Architecture & Associated Software.
  • Virtualisation Technologies.
  • Management of DNS, DHCP Services.
  • Meraki Cloud Managed Networks.