Infrastructure Support Engineer
The Infrastructure Support Engineer assists with infrastructure planning, design, operations and maintenance. He/She assists with technical infrastructure performance analysis to identify problems and risks, makes improvement recommendations and supports implementation of preventive solutions. He follows procedures, processes and quality standards and takes appropriate corrective action in response to readily identifiable infrastructure problems and incident. 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 resolve issues quickly and effectively as they arise. He is able to methodically identify and evaluate the cause of issues, and develop solutions in collaboration with the team. He is able to communicate effectively and displays high service level standards.
What Does a Infrastructure Support Engineer Do?
Key Responsibilities & Tasks
Oversee infrastructure operations
- Manage infrastructure operations activities and installation of infrastructure systems according to design specifications
- Align infrastructure operations with agreed service level agreements
- Leads infrastructure operations project planning and requirements phases
- Manage the implementation of agreed infrastructure changes and maintenance routines
- Contributes to the design and implementation of infrastructure replacement plans
Maintain infrastructure performance
- Perform ongoing tuning and optimisation of infrastructure hardware and software components such as updates and upgrades
- Manage infrastructure testing and implementation
- Gather performance and data usage statistics for capacity planning and reporting
- Pilot new tools, technologies, and/or processes to enhance the performance of infrastructure systems
Resolve infrastructure-related problems and issues
- Conduct root cause analysis to explore possible solutions
- Simulate user problems to explore solutions to resolve problems
- Oversee updates on issues to ensure resolution
- Recommend system modifications to address issues
- Guide and/or train teams to resolve infrastructure-related incidents
- Create temporary solutions until permanent solutions can be developed to resolve infrastructure-related incidents
Oversee service level agreements and service improvements
- Manage the development of service-level objectives and targets
- Monitor service-level objectives to ensure that requirements are met or exceeded
- Develop client satisfaction metrics and service procedures
- Propose recommendations to improve performance and client satisfaction
Do You Have the Skills for This Role?
A Infrastructure Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
IntermediateInteracting with Others
Collaboration
IntermediateInteracting with Others
Problem Solving
BasicThinking Critically
Customer Orientation
BasicInteracting with Others
SkillsFuture Skill Levels
3 levelsBasic
Recognise and understand fundamental concepts. Apply skills in routine situations with guidance.
Intermediate
Apply skills in varied situations independently. Analyse problems and adapt approaches as needed.
Advanced
Lead and innovate in complex situations. Evaluate strategies, guide teams, and drive improvements.
Technical Skills & Competencies (TSC) Levels
6 levelsFollow
Carry out routine tasks under close supervision. Follow established procedures and guidelines.
Assist
Perform tasks with some independence. Assist in non-routine situations and apply established techniques.
Apply
Apply skills and knowledge independently in varied situations. Analyse problems and adapt approaches.
Analyse
Analyse complex situations and develop solutions. Guide and mentor junior colleagues.
Strategise
Set strategic direction and drive innovation. Evaluate trade-offs and make high-impact decisions.
Transform
Lead industry transformation. Establish standards, shape policy, and provide expert advisory.
Technical Skills & Competencies
A Infrastructure Support Engineer requires 16 technical skills at specific proficiency levels.
Business Continuity
Level 4Business and Project Management
Implement business continuity and contingency procedures and exercises
Cyber and Data Breach Incident Management
Level 4Operations and User Support
Develop incident management procedures and synthesise incident-related analyses to distil key insights, resolve incidents and establish mitigating and preventive solutions
Learning and Development
Level 4People Development
Support employees to develop their skills and facilitate learning opportunities and coaching junior management employees
Process Improvement and Optimisation
Level 4Business and Project Management
Analyse and develop, review of plans for process improvement and optimisation
Project Management
Level 4Business and Project Management
Plan and drive medium scale projects or programmes, including allocating resources to different parts, and engaging stakeholders on the project's progress and outcomes
Service Level Management
Level 4Stakeholder and Contract Management
Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels
Stakeholder Management
Level 4Stakeholder and Contract Management
Develop a stakeholder engagement plan and negotiate with stakeholders to arrive at mutually-beneficial arrangements
Business Needs Analysis
Level 3Business and Project Management
Elicit and analyse business requirements from key stakeholders and assess relevant solutions and their potential impact
Infrastructure Deployment
Level 3Development and Implementation
Detail an infrastructure installation and testing plan for suitable site locations, resolving infrastructure malfunctions where required
Infrastructure Support
Level 3Operations and User Support
Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities
Network Administration and Maintenance
Level 3Operations and User Support
Review, optimise and align network performance with business needs, and program basic rules into Software-Defined Networking (SDN) applications
Network Configuration
Level 3Development and Implementation
Implement and configure servers and devices in line with network blueprint, and manage user network access
People and Performance Management
Level 3People Development
Implement performance management programmes
Problem Management
Level 3Operations and User Support
Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions
Procurement
Level 3Stakeholder and Contract Management
Prepare Requests for Proposals (RFP), and assess them against selection criteria and technical specifications, implementing security due diligence review in the vendor selection process
Strategy Implementation
Level 3Strategy Planning and Implementation
Analyse strategies for critical business functions to ensure plans are within risk mitigation factors
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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