The Infrastructure & Network Engineer has a strong cloud focus and proactively guides and resolves support cases that IT Support Specialists cannot resolve. The role provides technical support across the organization by administering, maintaining, monitoring, and troubleshooting cloud, infrastructure, network systems and services.
They collaborate with colleagues, Cybersecurity, and service providers to diagnose problems and prioritize work according to business impact, urgency, and security risk. They support secure and resilient cloud and hybrid configurations, identity and access controls, patching, vulnerability remediation, endpoint protection, automation, and compliance with information-security and change-management requirements. The role maintains accurate technical and security records and develops standard operating, support, and incident-response procedures that colleagues can follow.
Specifics of the role:
Endpoint and End-User Platform Administration
- Perform system administration with a primary focus on the end-user experience, including client workstations and core software.
- Manage automated and self-service application distribution tooling.
- Perform security housekeeping for user and workstation environments, including antivirus maintenance, vulnerability remediation, operating-system and application patching, and configuration compliance.
- Collaborate with IT Support Specialists to prioritize resolution of critical incidents affecting the end-user experience.
- Maintain workstation security, including antivirus software updates and patch management.
- Create and enhance documentation associated with end-user tooling.
- Install, configure, and maintain computer hardware, software, and systems associated with the end-user experience.
Infrastructure Operations and Technical Support
- Provide technical escalation support to IT Support Specialists and collaborate with them to prioritize and resolve critical incidents affecting end-user experience and infrastructure services.
- Analyze infrastructure incidents, identify root causes where possible, implement approved resolutions, and escalate complex or high-impact issues appropriately.
- Administer assigned Microsoft 365 services, configurations, and operational tasks in accordance with company standards and access-control procedures.
- Design, implement, administer, monitor, and maintain Microsoft Azure and on-premises server infrastructure, with emphasis on secure, resilient, scalable, and highly available cloud and hybrid services.
- Monitor backups and backup plans for assigned systems and perform periodic restore tests to verify recoverability.
Network Infrastructure Engineering
- Design, implement, and maintain secure LAN, WAN, wireless, and Microsoft Azure virtual networks, including site connectivity and hybrid integration.
- Install, configure, update, and maintain network equipment, implementing approved changes through established change-management procedures.
- Configure and maintain Azure routing, private connectivity, network security, and integration with physical sites.
- Monitor network capacity, availability, performance, and security; troubleshoot connectivity issues and remediate vulnerabilities.
- Manage firewalls, intrusion detection and prevention, advanced threat protection, network authentication, and access-control systems.
- Respond to suspected network threats and security incidents in coordination with Cybersecurity.
Infrastructure Security and Resilience
- Administer identity and access controls, including multifactor authentication, privileged access, and periodic reviews.
- Support incident investigation, containment, remediation, and recovery.
- Maintain network security controls, logging, monitoring, and security information and event-management alert integration and tuning.
- Support risk assessments, audits, disaster-recovery activities, incident-response exercises, and security reviews of infrastructure changes and new technologies.
- Participate in security improvements and remediations with Cybersecurity, system owners, vendors, and service providers, maintaining required procedures, evidence, records, and documentation.
Service Management and Technology Improvement
- Apply ITIL-aligned incident, change, and problem-management practices and comply with security, data-protection, access-control, and regulated-environment procedures.
- Maintain accurate technical documentation, operating procedures, support materials, and knowledge-base content.
- Evaluate new technologies with Cybersecurity and Infrastructure teams and coordinate assigned vendors and consultants.
- Report incident trends, recurring issues, service, security, and compliance risks, and improvement opportunities.
Minimum education and experience required for the role:
Experience and requirements
- Degree, diploma, or professional certification in Computer Science, Information Technology, or a related field, or equivalent knowledge gained through seven or more years of relevant experience in IT, infrastructure, network, or systems administration.
- Strong experience administering Windows endpoints, Microsoft 365, user and device services, application deployment, and related support tooling.
- Strong experience designing, implementing, securing, monitoring, and optimizing Microsoft Azure, on-premises, and hybrid infrastructure, including backup, recovery, resilience and automation.
- Strong experience with LAN, WAN, wireless, Azure virtual networks, secure hybrid connectivity, and network equipment configuration and maintenance.
- Practical experience with endpoint, infrastructure, identity, and network security controls, vulnerability remediation, patching, secure configuration, firewalls, segmentation, virtual private networks, and secure remote access.
- Strong analytical and troubleshooting skills, including incident diagnosis, prioritization, resolution, escalation, and root-cause analysis.
- Knowledge of ITIL-aligned service management and information-security, data-protection, access-control, change-management, and regulated-environment practices.
- Ability to create and maintain clear technical documentation, procedures, and knowledge-base content.
- Ability to work independently, lead assigned technical work, and communicate and collaborate effectively with internal teams, system owners, vendors, and service providers in English.
Desirable
- Experience with Microsoft Intune, Entra ID, application distribution, endpoint-management, and asset-management tools.
- Advanced experience with Azure networking, cloud governance, monitoring, security, automation and hybrid integration.
- Relevant Microsoft Azure certification, supplemented by a networking certification such as Cisco, Fortinet or an equivalent professional certification.
- Experience supporting IT services in a regulated environment