Infrastructure Support Engineer

Job role

You will be responsible for leading our helpdesk, implementation, operation, support and administration of the infrastructure used by Soha. You will report to the IT Infrastructure Manager and your main responsibilities will include:

• Third line Helpdesk support, acting as an escalation point to other members of the Helpdesk team
• Implementation, support, maintenance, and management of IT services including networking, IT security, email, and disaster recovery
• Providing advanced technical support for desktop, server and networking issues
• Ensuring all IT services are properly maintained and upgraded, including anti-virus, backups, imaging, and patching
• Providing subject matter expertise for both hardware and software

Key duties

• To lead the Helpdesk providing assistance to our users
• Responsible for the preparation and support of IT operations solutions and services, physical or virtual.
• Develop and maintain infrastructure
• To help monitor existing systems to ensure structural integrity of Soha’s infrastructure
• Troubleshoot and, where possible, fix infrastructure and mobile device problems
• Oversee the development and installation of new hardware and software 
• Install and configure operating systems and other software and routinely test installed software for issues 
• Provide technical direction to IT support staff 
• Ensure constant availability of technical resources
• Assist in the design and implementation of security systems and redundant backups to maintain data safety
• Ensure that upgrades to systems are obtained and properly installed
• Provide training to staff on the use of systems related to infrastructure
• Document systems, processes and procedures and where necessary compile reports for Senior Management and presentation to the Board 
• Plan and implement projects to provide improvements to the IT systems under the direction of the Infrastructure Manager
• To provide technical support and advice for users and IT Helpdesk staff
• To carry out any other duties that may be required as part of the IT team

What you will need

• Minimum 5 years IT experience
• Ability to assist the Infrastructure Manager in the roll out and planning phases of new implementations
• Excellent knowledge of backup technologies
• Excellent knowledge of Windows Server 2008r2 / 2012r2 / 2016 / 2019 / 2022
• Excellent knowledge of MDM ideally Microsoft Endpoint Manager (Intune)
• Excellent knowledge of Azure Active Directory with SSO implementation and Hybrid Join
• Excellent knowledge of Microsoft Endpoint Manager / Intune including implementation and day to day maintenance
• Full stack knowledge of Office 365
• Good knowledge regarding upgrading and maintenance of VMWare Horizon
• Ability to implement testing environments and create testing plans before live rollout
• Ability to update and maintain Microsoft RDS environment
• Excellent knowledge of Group Policy
• Microsoft Systems Engineer certification or equivalent 
• Sound analytical and problem solving skills 
• Previous experience in system engineering and IT support
• Proven track record of success in the installation and maintenance of Microsoft Operating Systems
• Experience of VMware vSphere
• Excellent communication skills
• Experience of working with users and identifying their requirements 
• Ability to work on own initiative as well as part of a team 
• A positive attitude and the ability to respond to a variety of needs and work pressures created by demands of customers
• Knowledge and experience of data protection policies and practice