INFRASTRUCTURE ANALYST JOB ADVERT Our client, is an IT services and technology company headquartered in the UK, with over 25 years of industry expertise. As champions of premium experience-led IT services, they have been on a mission to improve end-user satisfaction since day one. They constantly challenge old assumptions and inherited wisdom, demonstrating there are better ways to do things.
Based in the UK, with offices in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, they provide a wide range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organizations. Their mission is to unleash the potential of people through amazing IT experiences.
Purpose of Role: As the Infrastructure Analyst, you will play a pivotal role in ensuring the smooth operation of our infrastructure systems by providing timely event and incident management, triage, investigation, resolution, and proactive identification of improvement opportunities. You will collaborate closely with various teams to maintain and enhance our infrastructure services.
Responsibilities: Event Triage and Resolution: Work in alignment with the Event and Incident processes to provide efficient event triage, investigation, and resolution. Adhere to Key Performance Indicator (KPI) measures to ensure timely resolution and minimize impact on infrastructure services.
Incident and Request Management: Collaborate with the End User Computing (EUC) L1 and L2 team to investigate and resolve infrastructure incidents or requests that have been triaged. Follow Incident and Request processes to ensure prompt resolution and customer satisfaction.
Problem Identification and Escalation: Identify underlying issues in resolved incidents or requests and raise problem tickets for review and action by L3 teams and collaborate on deploying resolutions into client environments. Ensure that recurring issues are addressed effectively to prevent future disruptions.
Standard Changes Execution: Execute standard changes on infrastructure systems as assigned by the Change owner, including Tech Ops, Sec Ops, or Clients through their TAM (Technical Account Manager) platform. Ensure changes are implemented following established protocols and documentation.
Technical CSI Initiatives: Proactively identify opportunities for Continuous Service Improvement (CSI) within the infrastructure domain. Raise technical CSI initiatives to the Technical Authority for evaluation and implementation.
Qualifications/Skills: Bachelor's degree [or relevant experience] in Computer Science, Information Technology, or related field. Minimum of 2 years of experience in infrastructure operations or a similar role, ideally in a Managed Services Provider. Proficiency in incident management and troubleshooting methodologies. Strong understanding of ITIL framework and processes. Experience with standard change execution and change management procedures. Excellent communication and collaboration skills. Ability to prioritize tasks and work effectively under pressure. ITIL certification(s) is a plus. Experience and working knowledge of the following technologies or methodologies: Microsoft Server (DNS, DHCP, GPO etc), InTune, Azure, MDM, basic networking, Hyper-V, SAN, backup and disaster recovery (Veeam, MABS, etc). Remuneration: Salary range: R 40 000.00 – R 55 000.00 p/m based on experience and technical skill.
Benefits: Life Insurance contribution (provided immediately) Medical Aid contribution (after 6 months) Retirement Annuity Fund contribution (after 6 months) Perks of working for our client: Work with the latest technology Training and development opportunities Brand new office space located in a nature reserve Career development opportunities Work for an international business Office wellness days Strong team culture and collaborative environment Comprehensive benefits package upon completion of probation Join us at our growing support team based at our offices in Cape Town (Plattekloof) and become a part of a company that values innovation, collaboration, and continuous improvement.
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