Infrastructure Support Engineer (SG)
About the role
The Infrastructure Support Engineer performs routine infrastructure operations and maintenance activities. He/She assists with monitoring infrastructure performance. He checks for problems in existing systems and modifies work processes by following defined procedures, processes and quality standards. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays. He works in a team setting and is proficient in infrastructure systems and network-related tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the database is deployed. The Infrastructure Support Engineer is able to solve issues quickly and effectively as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.
Key responsibilities
Oversee infrastructure operations:
Perform routine checks on infrastructure operations activities in accordance with the IT Operations standards and procedures
Assist with monitoring daily infrastructure traffic and performance
Configure infrastructure and related computing environments such as computer hardware, systems software, applications software
Maintain documentation of maintenance and optimisation procedures and tests
Perform minor infrastructure repairs in accordance with design or installation specifications
Maintain infrastructure performance:
Assist with infrastructure testing, ongoing optimisation or changes, and scheduled upgrades and updates
Coordinate the deployment of new and/or upgraded infrastructure
Resolve infrastructure-related problems and issues:
Act as the first point of contact for infrastructure-related incidents
Assist with problem identification and resolution
Escalate unresolved infrastructure-related incidents for resolution
Documents incidents and track resolution in management systems
Document solutions to common infrastructure-related incidents
Oversee service level agreements and service improvements:
Assist in developing service-level objectives and targets
Maintain logs of service level performance metrics
Suggest improvements for procedures and controls to enhance performance and client satisfaction
Identify recurring incidents and potential issues for senior management
QUALIFICATION & EXPERIENCE:
Diploma/Degree in Computer Science or IT, or at least 2-3 years of experience in deploying and maintaining Server, Storage and Backup solution in Windows & Linux environment
Experience in administration of Microsoft Server, SQL Server, Reporting Server
Experience in administration of Virtualization environment (VMware and Microsoft Hyper-V)
Experience in administration of AD, RDS and System Troubleshooting
Experience in administration of Email System (Microsoft 365) and Troubleshooting
Experience in administration of End User Computing (EUC) and Troubleshooting
Experience in administration of networking / perimeter network security / WAN connectivity
Experience in Cyber Security such as discovering vulnerabilities and risk in the environment, monitoring network performance and ensuring hardware and software applications are updated
SKILLS AND ATTRIBUTES:
Good interpersonal and communication skills, high adaptability and positive attitude are expected.
A team player with determination to drive to excel.
Excellent customer service skills.
Self-motivated with a strong drive to succeed.