Role Overview
The Senior Infrastructure Support Engineer is responsible for providing end-user support and ensuring the stability, security, and efficiency of IT infrastructure. This role bridges Helpdesk, Data center, and Network functions while supporting daily operations, projects, and continuous service improvements.
Key Responsibilities
1. End-User Support
• Provide on-site and remote support for end-user including desktops, laptops, printers, and peripherals
• Deliver advanced troubleshooting, incident resolution, and escalation support to Helpdesk and Global IS teams
• Serve as the primary interface between end users and IS teams for requests, incidents, and service delivery
2. System Administration
• Perform routine system administration tasks, including Windows Server maintenance, health checks, and system log monitoring
• Manage patch deployment (e.g., WSUS) to ensure systems remain secure and up to date
• Support hardware and software installation, configuration, and maintenance
• Maintain accurate IT asset inventory and ensure compliance with asset tracking policies
3. Network & Security Support
• Demonstrate strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and routing
• Install and maintain network infrastructure, including switches, wireless access points (APs), controllers, routers, and firewalls
• Troubleshoot network connectivity issues across LAN/Wi-Fi environments
• Support structured cabling and ensure proper network layout, labelling, and standards compliance
• Maintain and document network topology, cabling structure, and infrastructure inventory
• Monitor network performance, capacity, and availability to ensure optimal operation
• Support network security solutions, including endpoint protection (e.g., CrowdStrike), LAN security, BYOD controls, guest networks, and remote access solutions
• Assist in implementing and maintaining network security controls and compliance requirements
• Coordinate with network service providers and vendors for circuit installation, troubleshooting, and escalation
• Support deployment and maintenance of solutions such as Cloudflare, Endpoint Central, and future technologies (e.g., NAC)
4. Virtualization (Preferred)
• Support Microsoft Hyper-V environments, including provisioning, starting/stopping, and monitoring virtual machines
• Perform resource monitoring (CPU, memory, disk utilization) to ensure optimal system performance
• Assist in VM lifecycle management, including provisioning, scaling, and decommissioning
5. Backup & Recovery Management
• Execute and monitor daily backup jobs (e.g., Arcserve UDP) to ensure successful completion and data integrity
• Perform regular backup monitoring and reporting of job status
• Support ad-hoc file or folder restoration requests from users
• Conduct periodic restoration testing to validate disaster recovery readiness
6. Operations & Project Support
• Support daily IT operations across office and production environments
Job Requirements
Education & Experience
• Degree in Information Systems, IT, or equivalent
• Minimum 5 years of experience in IT support and infrastructure operations
• At least 2 years of hands-on experience in LAN/network infrastructure management
Technical Skills
• Strong knowledge of:
o PC hardware and components
o Windows operating systems (Windows 10 and above)
o Microsoft Office applications
• Working knowledge of:
o Windows Server (2019 and above)
o Active Directory, Exchange, Microsoft 365
o Basic networking and troubleshooting
o IT security and endpoint protection tools
Certifications (Preferred)
• RHCSA, RHCE, MCSA, Azure/AWS
Soft Skills
• Strong interpersonal and communication skills
• Self-motivated with the ability to learn new technologies
• Proactive with strong problem-solving skills and service improvement mindset
Working hours:
Mon to Fri, 8am to 5:45pm
