<p><strong>Mission</strong><br />
The successful candidate is responsible for keeping the Information Technology (IT) environment operating and performing at a high level. There are a wide variety of specializations and disciplines within the IT infrastructure environment, such as Server Engineers, Network Engineers, Telecom Engineers and Desktop Engineers that function at the design/build portion of IT. The Infrastructure Support Engineer position requires a broad set of these specializations across multiple disciplines to operate and accomplish support activities for IT customers worldwide.<br />
&nbsp;</p>

<p><strong>Responsibilities:</strong></p>

<ul>
	<li>&nbsp;Monitors and troubleshoots server performance and throughput problems. Uses analysis tools, monitoring and troubleshooting software packages and other hardware and software oriented tools to diagnose and correct server performance and connectivity problems, performs appropriate tuning operations.</li>
	<li>&nbsp;Monitors network performance, provides troubleshooting operations for network performance and connectivity problems and implements appropriate tuning operations.</li>
	<li>&nbsp;Provides advanced troubleshooting operations for wide area network and applicable telecommunications services for performance and connectivity problems.</li>
	<li>&nbsp;Performs ongoing updates and enhancements to the desktop or server environment and provides troubleshooting and advanced support activities for desktop systems users.</li>
	<li>&nbsp;Works with application developers and design/build teams to monitor the server and network utilization of new business applications or major changes to existing applications.</li>
	<li>&nbsp;Schedules, manages and operates the daily processing of computer-based business applications in support of the corporation&#39;s business activities.</li>
	<li>&nbsp;Works with the application support organization to resolve processing failures or mitigate effects of failures.</li>
	<li>&nbsp;Performs technical administrative functions as appropriate to the operation of the platform, including security administration, SAN administration, backup system administration, email system administration and others as appropriate.</li>
	<li>&nbsp;Performs datacenter management functions that may include physical planning, cable/wire management, power management, HVAC monitoring and reporting, and consulting with other teams and specialties in the placement of datacenter equipment.</li>
	<li>&nbsp;May also include physical installation of servers, racks, network and other datacenter equipment.</li>
	<li>&nbsp;Documents problems and requests within the incident/problem management system. Responsible to escalate recovery efforts when required and monitors execution of escalation procedures.</li>
	<li>&nbsp;Minimization of escalation to design/build groups by effective documentation and technical capabilities is highly desired.</li>
	<li>&nbsp;Maintains technical documentation defining operational procedures and work instructions. Performs transition management functions to migrate the operation of applications and systems from the design/build teams into the operational teams.</li>
	<li>&nbsp;Provides 24 hour on call production support and troubleshooting, including nights, weekends and holiday periods.</li>
</ul>

<p><strong>Education/Experience</strong></p>

<ul>
	<li>&nbsp;Degree in Information Technology or a related field</li>
	<li>&nbsp;Working experience in a field support or IT Service Desk role.</li>
	<li>&nbsp;Previous working experience in an infrastructure monitoring role will be considered an advantage.</li>
</ul>

<p><strong>Skills/Abilities</strong></p>

<ul>
	<li>&nbsp;Knowledge of IT Service Desk processes - incident, problem and change workflows</li>
	<li>&nbsp;Good understanding of domain management, network management and administration (Active Directory, DNS, DHCP, Firewall, Security)</li>
	<li>&nbsp;Working experience in a multicultural environment</li>
	<li>&nbsp;Fluency in English - strong written and oral communication skills.</li>
	<li>&nbsp;Customer-oriented skills (ability to listen), rigorous, sense of service, good interpersonal skills with internal and external customers</li>
	<li>&nbsp;Analytical skills (ability to analyze and synthesize), capacity for teamwork (team spirit), manages time and workload effectively</li>
	<li>&nbsp;Availability for international travel</li>
</ul>
