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Infocomm TechnologyOperations and Support

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

Intermediate

Interacting with Others

Collaboration

Intermediate

Interacting with Others

Problem Solving

Basic

Thinking Critically

Customer Orientation

Basic

Interacting with Others

SkillsFuture Skill Levels

3 levels
1

Basic

Recognise and understand fundamental concepts. Apply skills in routine situations with guidance.

2

Intermediate

Apply skills in varied situations independently. Analyse problems and adapt approaches as needed.

3

Advanced

Lead and innovate in complex situations. Evaluate strategies, guide teams, and drive improvements.

Technical Skills & Competencies (TSC) Levels

6 levels
1

Follow

Carry out routine tasks under close supervision. Follow established procedures and guidelines.

2

Assist

Perform tasks with some independence. Assist in non-routine situations and apply established techniques.

3

Apply

Apply skills and knowledge independently in varied situations. Analyse problems and adapt approaches.

4

Analyse

Analyse complex situations and develop solutions. Guide and mentor junior colleagues.

5

Strategise

Set strategic direction and drive innovation. Evaluate trade-offs and make high-impact decisions.

6

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 4

Business and Project Management

Implement business continuity and contingency procedures and exercises

Cyber and Data Breach Incident Management

Level 4

Operations 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 4

People Development

Support employees to develop their skills and facilitate learning opportunities and coaching junior management employees

Process Improvement and Optimisation

Level 4

Business and Project Management

Analyse and develop, review of plans for process improvement and optimisation

Project Management

Level 4

Business 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 4

Stakeholder and Contract Management

Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels

Stakeholder Management

Level 4

Stakeholder and Contract Management

Develop a stakeholder engagement plan and negotiate with stakeholders to arrive at mutually-beneficial arrangements

Business Needs Analysis

Level 3

Business and Project Management

Elicit and analyse business requirements from key stakeholders and assess relevant solutions and their potential impact

Infrastructure Deployment

Level 3

Development and Implementation

Detail an infrastructure installation and testing plan for suitable site locations, resolving infrastructure malfunctions where required

Infrastructure Support

Level 3

Operations 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 3

Operations 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 3

Development and Implementation

Implement and configure servers and devices in line with network blueprint, and manage user network access

People and Performance Management

Level 3

People Development

Implement performance management programmes

Problem Management

Level 3

Operations and User Support

Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions

Procurement

Level 3

Stakeholder 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 3

Strategy Planning and Implementation

Analyse strategies for critical business functions to ensure plans are within risk mitigation factors

European Skills Framework

ESCO

Skills and knowledge areas required for this occupation based on European classification.

Essential

engineering principleselectric heating systemstechnical drawingshydraulicsmechanical engineeringdomestic cooling systemsheating, ventilation, air conditioning and refrigeration partsdistrict heating and coolingmechanicsintegrated designadvise on fitted ventilation systemsperform a feasibility study on district heating and coolingassess heating and cooling systemsperform a feasibility study on electric heatingperform a feasibility study on heat pumpsdesign heat pump installationsadjust engineering designsperform scientific researchuse technical drawing softwaredesign district heating and cooling energy systemsdesign an electric heating systemidentify fitted source for heat pumpsoperate solar thermal energy systems for hot water and heatingassess energy consumption of ventilation systemsexecute feasibility studydesign heating and cooling emission systemsassess financial viabilityapprove engineering design

Career Paths from Infrastructure Support Engineer

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Quick Facts

SectorInfocomm Technology
TrackOperations and Support
Core Skills4
Technical Skills16
Key Tasks19

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