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All Waystone employees are expected to demonstrate our core competencies as outlined below. The role of Infrastructure Engineer has unique requirements and duties; however, these responsibilities are to be executed within the organisation’s framework of core values. Waystone expects all employees to be high performing, self-motivated, learners and leaders.

Summary: The role of Infrastructure Engineer is to assist the Global Infrastructure Manager in normal activity and project related tasks. This role includes management of helpdesk engineering tickets and escalations. As well as related projects including service improvements and technology upgrades. The Infrastructure Engineer is also responsible for Windows Updates of the Wintel server estate. They will also interact with all vendors on behalf of the organization concerning the infrastructure as required. The IT infrastructure engineer needs to have excellent written and spoken communication skills. The ability to produce and update documentation is also key. Adherence to Change Management procedures is expected. The ability to partner with the application development team on application building, implementation and fixing of issues is also required. Engineers will manage the host environment in AWS to ensure proper tuning plus capacity. They manage complete file, print and active directories. IT infrastructure engineers also manage the security of computer systems and inter-application information transfers. Remediating as required. Experience of Backup technologies and management of same will also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsibility for the actioning of all tickets and calls that are escalated to Engineering tier support ensuring they are managed appropriately and escalated to vendors when required
• Creation and updating of documentation relevant to all infrastructure and related processes.
• Mindfulness of DR and BCP in relation to infrastructure and management of testing with regards to same, as well as support for any production disaster recovery incidents.
• Stay current with all relevant technology hardware and software to provide the required level of support
• Analyse Global IT support processes and identify areas for improvement and increased stability
• Assist in relevant and identified projects
• Share relevant knowledge with team members - identify patterns and areas where assistance may be needed and create training materials
• Interact with external vendors and service providers, to manage warranty claims, replacement part purchasing, shipping, maintenance contracts
• Work as an active team member of the team towards achieving the team strategy
• Function as technical mentor to Helpdesk support staff
• Ensure that all activities conform to processes and procedures that are in place in the IT department
• Adhere to WAYSTONE change control procedures to ensure efficient implementations with minimal client impact
• Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication from within the ticket
• Manage product lifecycle by pre-emptively recommending necessary hardware/software replacements/upgrades.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Degree in Computer Science or equivalent experience (required)
• ITIL Foundation (favourable);
• CompTIA A+ or Security+ (favourable);
• Microsoft MCSA certification (favourable);
• CISSP certification (favourable);
• Cisco CCENT certification (favourable);
• Microsoft MCP on Office 365 or Azure (not necessary but a bonus).

Experience:

• Minimum of 5 years in a global IT Engineering role
• Outstanding time management, organisational skills, oral/written communication skills, critical thinking and attention to detail is required
• Previous experience in SaaS and client-server application support, and have a structural approach to troubleshooting
• Strong technical knowledge and background in Microsoft operating systems and client-server technologies
• Extensive experience working with and troubleshooting windows 10 and server OS’ in desktop, laptop and VDI form.
• A sound understanding of global Active Directory environments with Microsoft services such as DNS, DFS, DHCP
• Experience with technology monitoring and management systems, including Autotask/Datto
• Sound understanding of email and collaboration technologies including Microsoft Outlook, Microsoft Teams and Microsoft Exchange management
• AWS / Azure -exposure to cloud technologies
• Ability to interact and communicate with colleagues efficiently and effectively
• Experience working under pressure and against tight deadlines to implement pragmatic and intelligent decisions
• Excellent written and verbal communication skills with the ability to communicate at both management board and end user level
• Be adaptable and work as an effective member of a team
• Ability to interpret business requirements
• Work conscientiously and use own initiative
• Must be self-driven, proactive and seek continuous learning opportunities
• Must be able to work in a fast-paced environment including reporting and providing support to various teams and business units

What can we offer?

• A highly supportive team environment.
• Competitive salary and benefits.
• Summer Friday’s – an opportunity to take one half day off per month in the summer months.
• WFH policy.