Infrastructure Support Specialist

Infrastructure Support Specialist

Role Overview:

The Infrastructure Support Specialist is essential in maintaining and supporting the core infrastructure that drives critical business functions. This role involves monitoring, troubleshooting, and providing tiered support for technologies such as Active Directory, SCCM, SolarWinds, Virtual Desktop Infrastructure (VDI), and Unified Access Devices (UADs). The specialist ensures system reliability, user satisfaction, and efficient issue resolution while identifying opportunities for operational improvements.

Key Responsibilities:

• Adhere to engineering principles and standards.
• Follow security policies to ensure compliance with Secure by Design principles.
• Monitor infrastructure performance and availability, responding promptly to alerts and incidents.
• Provide Level 2 and Level 3 support for systems including Active Directory, SCCM, SolarWinds, and VDI.
• Troubleshoot and resolve infrastructure-related issues, escalating to engineering teams when necessary.
• Assist in patch management, system updates, and maintenance to ensure compliance and security.
• Develop and update support documentation, including troubleshooting guides and knowledge base articles.
• Collaborate with engineering teams to support UADs, endpoint management, and virtualised environments.
• Provide hands-on support for automation scripts, workflows, and monitoring tools.
• Contribute to root cause analysis for recurring incidents.
• Support capacity planning and performance optimisation by analysing system usage and trends.
• Offer feedback on tools and processes to enhance operational efficiency.
• Participate in on-call rotations to address after-hours incidents and minimise downtime.
• Demonstrate and align with core values, which will be considered in performance management.

Skills, Knowledge, and Experience:

• 3+ years of experience in infrastructure support or a similar role.
• Proficiency in managing and troubleshooting Active Directory, SCCM, SolarWinds, and other enterprise technologies.
• Hands-on experience with scripting languages like PowerShell or Python for automation tasks.
• Basic understanding of networking concepts (e.g., DNS, DHCP, VLANs, and firewalls) and storage systems.
• Familiarity with virtualisation platforms such as VMware, Citrix, or Hyper-V.
• Experience with IT monitoring tools and incident management processes.
• Exposure to cloud-based platforms (AWS, Azure, or GCP) is a plus.
• Certifications like MCSE, ITIL, or similar are highly desirable.

Key Attributes:

• Strong problem-solving skills with a customer-focused approach.
• Effective communication and collaboration skills, especially in supporting non-technical stakeholders.
• Detail-oriented with the ability to document and track incidents and resolutions thoroughly.
• A proactive and adaptable mindset to handle dynamic environments.
• Commitment to ongoing professional development in infrastructure technologies and support methodologies.