MehnaTi

Associate Infrastructure Support Engineer

The Associate 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 organization. He is also familiar with the relevant software platforms on which the database is deployed. The Associate 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.

Skills and Competencies

Technical Skills & Competencies

Business Needs Analysis
Proficiency Level
"Document business requirements and identify basic needs as well as potential solutions"
2
Cyber and Data Breach Incident Management
Proficiency Level
"Provide real-time incident and status reporting, and identify affected systems and user groups "
2
Infrastructure Deployment
Proficiency Level
Set up and remove basic infrastructure and associated equipment, and run basic tests on the onsite systems, infrastructure components and equipment
1
Deploy, deactivate and decommission infrastructure components, verify performance through installation tests, and resolve basic infrastructure deployment issues
2
Infrastructure Support
Proficiency Level
Follow a fixed set of procedures to execute basic infrastructure administration and support
1
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
2
Network Administration and Maintenance
Proficiency Level
"Monitor network performance, investigate and resolve network faults or downtime. "
2

Generic Skills & Competencies

Communication
Proficiency Level
"Communicate information with others to respond to general inquiries and to obtain specific information. "
Basic
Interpersonal Skills
Proficiency Level
Recognize own internal feelings and emotional states to manage interpersonal relationships in social situations.
Basic
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Teamwork
Proficiency Level
Contribute to a positive and cooperative working environment by fulfilling own responsibilities and providing support to co-workers to achieve team goals.
Basic

Critical Work Functions and Key Tasks

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

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