Infrastructure Support Engineer at Cyberlogic

PURPOSE OF POSITION:

• Provide 3rd level and/or expert level support to the greater Operations department. Responsible for assisting the Infrastructure Support Technicians with solving infrastructure incidents/problems. Leading investigations of escalated issues and seeking solutions to more complex problems. Primary team for facilitating changes to all client infrastructures (RFC).

KEY RESPONSIBILITIES:

• Always adhere to our client’s specific security and change request protocols.
• Provide 2nd line support on infrastructure related requests from clients.
• Provide 1st line support on Azure and M365 requests or incidents.
• Provide 3rd line escalated support on hybrid infrastructure system generated alerts including but not limited to backups and AV.
• Provide guidance and mentorship to the IMT Support Technicians.
• Perform scheduled after hours work as required.
• Participate in advanced standby on a weekly rotational basis and will be primarily responsible for infrastructure related incidents.
• Perform root cause analysis on system generated alerts and problem requests.
• Participate in mini projects and non-OKR related activities.
• Assist the PCS team on projects when required.
• Always keep ITGlue documentation up to date when changes were made in a client environment.

CORE COMPETENCIES:

• Deciding and Initiating Action
• Working with People
• Writing and Reporting
• Applying Expertise and Technology
• Learning and Researching
• Coping with Pressure and Setbacks

DESIRED TECHNICAL COMPETENCIES:

• Technical knowledge
• Problem Solving (Troubleshooting)
• Communication
• Flexibility
• Training and Mentoring

KEY REQUIREMENTS:

• Veeam Sales Professional
• Veeam Technical Sales Professional
• AZ-800: Administering Windows Server Hybrid Core Infrastructure
• AZ-801: Configuring Windows Server Hybrid Advanced Services
• Microsoft 365 Certified: Enterprise Administrator Expert
• Exam AZ-104: Microsoft Azure Administrator

DESIRED REQUIREMENTS:

• Attendance to all Cyberlogic provided training and technical workshops