Job Description

The IT Infrastructure Engineer is responsible for designing, implementing, operating, and maintaining secure, reliable, and scalable ICT infrastructure that supports the organization's business and digital services. In addition, the engineer provides end user technical support to ensure users can effectively utilize IT systems, devices, and enterprise services.

Key Responsibilities:

Infrastructure Support

• Design, implement, administer, and support server, cloud, network, endpoint, and platform infrastructure.
• Monitor infrastructure health, availability, capacity, and performance to ensure reliable service delivery.
• Perform system upgrades, patch management, backup, disaster recovery, and infrastructure lifecycle management.
• Implement infrastructure automation and operational improvements to enhance efficiency and reliability.
• Ensure compliance with Government ICT security policies, standards, and governance requirements.
• Support infrastructure projects, cloud migration, technology refresh, and system implementation initiatives.

End User Support

• Provide Level 1 and Level 2 technical support for end-user computing devices, operating systems, productivity applications, collaboration tools, printers, and peripherals.
• Troubleshoot and resolve hardware, software, network connectivity, and access-related issues within agreed service levels.
• Support onboarding and offboarding activities, including workstation provisioning, software installation, account setup, and access configuration.
• Assist users with enterprise collaboration platforms, email, remote access, and workplace technology services.
• Escalate complex incidents to specialized support teams or vendors where appropriate and coordinate issue resolution.
• Maintain accurate documentation of incidents, service requests, technical procedures, and knowledge articles.
• Support IT service continuity by participating in after-hours support, maintenance windows, or incident response when required.

Stakeholder & Service Management

• Work closely with business users, project teams, vendors, and service providers to deliver quality ICT services.
• Provide technical advice and user guidance to improve IT adoption and user experience.
• Identify recurring issues and recommend preventive measures and service improvements.

Required Skills & Experience:

• Degree or Diploma in Computer Science, Computer Engineering, Information Technology or equivalent.
• Professional certifications in AWS, Azure, CCNA or ITIL v3 Foundation would be advantageous.
• Relevant working experience in designing, deploying and managing enterprise level ICT infrastructure for Cloud services (AWS etc.)
• Good technical knowledge of network technologies (LAN, WAN, SDN, etc) as primary practice area, with knowledge in supporting technologies such as infrastructure security.
• Proactive and dedicated individual with good leadership and multi-tasking capabilities as well as the ability to work independently without the need for close supervision.
• Experienced in contract and vendor management.
• Good communication skills, both oral and written, with the ability to pitch ideas and communicate effectively with stakeholders.
• Team player with strong organization and people handling skills.