Infrastructure Engineer

The IT Infrastructure Engineer is responsible for designing, implementing, operating, and maintaining secure, reliable, and scalable ICT infrastructure to support business operations and digital services across various client projects. The role also provides end-user technical support to ensure users can effectively utilise IT systems, devices, and enterprise services.

Key Responsibilities

1) Infrastructure Support

• Design, implement, administer, and support server, cloud, network, endpoint, and platform infrastructure across multiple client environments.
• 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 applicable security policies, standards, and governance requirements (client and industry-aligned).
• Support infrastructure projects including cloud migration, technology refresh, and system implementation initiatives.

2) 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 (SLAs).
• 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 specialised support teams or vendors 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.

3) Stakeholder & Service Management

• Work closely with client stakeholders, internal project teams, vendors, and service providers to deliver quality ICT services across concurrent engagements.
• 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 are advantageous.
• Relevant experience designing, deploying, and managing enterprise ICT infrastructure, including cloud services (e.g., AWS).
• Strong technical knowledge of network technologies (LAN, WAN, SDN, etc.) as a primary practice area; knowledge of supporting areas such as infrastructure security is beneficial.
• Proactive and dedicated, with leadership and multitasking capabilities; able to work independently with minimal supervision.
• Experience in contract and vendor management.
• Strong communication skills (written and verbal) with the ability to present ideas and engage stakeholders effectively.
• Team player with strong organisational and people-handling skills.