Position Overview
 

The IT Support Engineer is responsible for managing IT infrastructure projects, contributing to system architecture and security, and supporting long-term IT planning. They ensure the stability, security, and scalability of the company’s IT environment while mentoring junior IT members and helping shape IT strategy. As the primary escalation point for 2nd and 3rd level customer tickets, the engineer resolves complex issues and provides high-level support to maintain seamless operations.

Principal Responsibilities
 

IT Infrastructure:

• Oversee the design, implementation, and maintenance of the company’s network infrastructure.
• Manage complex server environments, including virtualization, storage solutions, and cloud integration.
• Lead in the development and execution of IT strategy for scalability, security, and performance.
• Ensure high availability of critical systems and lead disaster recovery initiatives.
• Provide support for 2^nd and 3^rd level IT support requests.

Network & System Administration:

• Maintain and optimize enterprise-level network solutions, including routers, switches, firewalls, and VPNs.
• Administer cloud services (e.g., Microsoft Azure) and integrate them with on-premises systems.
• Ensure the security and compliance of IT systems through the implementation of robust security protocols.
• Manage backups, data integrity, and disaster recovery planning for critical IT systems.

Project Management:

• Lead IT infrastructure projects from planning through execution, ensuring timely delivery and budget adherence.
• Collaborate with other departments to ensure IT solutions align with business objectives.
• Plan and implement system upgrades, migrations, and the deployment of new technologies.

Leadership & Mentorship:

• Provide technical leadership to the IT team, offering mentorship to engineers and junior staff.
• Set technical standards and ensure the IT team adheres to best practices.

Documentation & Reporting:

• Maintain up-to-date documentation for IT infrastructure, including network diagrams, system configurations, and security protocols.
• Provide regular reports on IT system performance, security audits, and upcoming infrastructure needs.
• Update the IT knowledge base with advanced troubleshooting procedures and system best practices.
   

What We’re Looking For

Essential

• Expert-level knowledge of network design and administration, including advanced configuration of routers, switches, firewalls, and VPNs.
• Advanced knowledge in managing large-scale server environments and virtualization technologies (e.g., VMware, Hyper-V).
• Advanced knowledge of cloud services (e.g., Microsoft Azure) and their integration with on-premises infrastructure.
• Strong understanding of cybersecurity principles, including intrusion detection, firewalls, encryption, and compliance.
• Strong understanding in maintaining a robust disaster recovery plan, backup solutions, and ensuring data integrity.
• Strong customer service soft skills. The role will be the escalation path for 2^nd and 3^rd level IT support requests.

Soft Skills

• Leadership: Demonstrates strong leadership in guiding the junior IT team and influencing IT strategy.
• Strategic Thinking: Plans and implements long-term solutions that align with business objectives.
• Problem Solving: Handles complex system issues with a focus on proactive problem prevention.
• Communication: Clearly communicates technical information to both technical teams and business stakeholders.
• Customer Service: The role will be the escalation path for 2^nd and 3^rd level IT support requests.
• Project Management: Oversees multiple IT projects, balancing timelines, budgets, and quality.

Soft Skills

• Leadership: Demonstrates strong leadership in guiding the IT team and influencing IT strategy.
• Strategic Thinking: Plans and implements long-term solutions that align with business objectives.
• Problem Solving: Handles complex system issues with a focus on proactive problem prevention.
• Communication: Clearly communicates technical information to both technical teams and business stakeholders.
• Project Management: Oversees multiple IT projects, balancing timelines, budgets, and quality.

Desirable

• Cisco Certified Network Professional (CCNP)
• Microsoft certifications (e.g., Azure Solutions Architect, Microsoft 365 Administration)
• CompTIA Security+ or equivalent security certification
• Bachelor’s degree in a related field (e.g., Information Technology, Computer Science)