IT Infrastructure Engineer (Operations Centre)

The role of the IT Infrastructure Engineer (Operations Centre) is to monitor, troubleshoot and restore the company IT systems. The engineer is expected to escalate issues where necessary and follow Disaster Recovery processes and procedures. This position reports to the IT Manager of Operations Centre. The engineer is expected to undertake maintenance tasks on the company systems including, but not limited to, system patching and deployments.

The engineer is also expected to troubleshoot incidents through to resolution in a timely and consistent manner, meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

This job description sets forth the authorities and responsibilities of this position and may be changed from time to time.

KEY RESPONSIBILITIES

To monitor and troubleshoot of al the Organisation’s IT systems.
Where possible restore the Organisation’s IT systems.
Where incidents occur with the Organisation’s IT systems, which cannot be resolved by the engineer within the Recovery Time Objectives specified, the engineer is expected to escalate the incident to the on-call engineers and duty manager. The engineer will remain a key co-ordination resource during the incident.
To provide proactive communications to the Technology function on incidents and, where necessary out of hours, send appropriate communications to the business following the Organisation’s communication plans.
Be proactive in the approach to improve processes, automate where possible and suggest new ideas to continually improve the service provided.
To take ownership of deployments including patches, system updates and new applications following the processes and procedures provided.
To take ownership of incidents by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
Assist in testing new software & hardware, providing constructive feedback as required.
Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.
Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.
To constantly and pro-actively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team.

SKILLS AND EXPERIENCE

Confidently builds rapport and instils confidence with all stakeholders and customers.
Understands who their customers are and can identify solutions that meet the requirements of the customer.
Takes a proactive approach to problem solving by identifying patterns and trends.
Makes suggestions and recommendations to resolve issues and improve services.
Can analyse service issues and understands independencies.
Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.
Seeks and provides constructive feedback.
Is comfortable coaching others in their area of expertise.
Owns the delivery of tasks on behalf of the team.
Actively looks to encourage others and the team to deliver to the best of their ability.
Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.
Is comfortable in providing instruction and guidance to individuals and other teams.
Builds relationships and establishes rapport with ease.
Some knowledge of monitoring tools such as Solar Winds and Spotlight would be desired.

QUALIFICATIONS AND TRAINING

Must have three (3+) years of experience supporting IT collaboration systems (hardware, software and administrative components) in a corporate network environment.
A minimum of 2 years’ experience in a similar role.

GENERAL ATTRIBUTES

Time management and, organisational skills.
Strategic, detailed analytical, communication, presentation and computer skills are essential; to include analysis of space-related data, ability to perform trending analysis and reporting.
A willingness to use initiative.
Show enthusiasm, an ability to work under pressure and adapt to change.

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EcoPlanet Green Operations GmbH

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IT Infrastructure Engineer (Operations Centre)