Job Opportunities

Responsibilities:

TeamLeadership

• Providetechnicalsupportinmanagingkeyoperationalsystemssuchasservicedeskand monitoringsystems
• AssistOperationsManagerinmanagingadhocrequestsforoperationaltechnicalresourcesand support and management of technicalresource allocation
• Provide operational supportforcustomers,resolvingincidents, problemmanagement, managingservicerequests,andactivelymonitoringinfrastructureservices
• Provide technical assistance and guidance to Level 1 & 2 Operations Engineers to ensure continuous upskill and knowledge sharing
• As required, assist with customer and vendor engagement including service reviews and vendor escalations
• Work with the broader team, to provide reporting for key metrics related to operational performance
• Assist with induction of new staff during the probationary period
• Provide insight and feedback to the Operations Manager to assist in the conduct of staff quarterly reviews
• As required, work with the Operations Manager to participate in the assessment and reviewof probationary staff reviews
• As required, participate in interview process for new operations staff
• Deputising for Operation Manager during times of absence

InfrastructureSupport

• Using appropriate tools and resources to troubleshoot IT infrastructure problems and outages
• Work with customers and staff for problem resolution.
• Engage with vendors as necessary to resolve network, security, system and voice faults and performance issues
• Build relationships with all stakeholders internal and external
• Participate in support and on-call schedules and rotas as required
• Provide technical escalation support for operational issues
• Provide technical assistance and customer engagement in the management and resolution of critical incidents to ensure early restoration of service through technical resolution
• Provide technical assistance and customer engagement in the management and resolution of tickets raised by key customer accounts

InfrastructureEngineering

• Perform maintenance and system upgrades for company network, security, systems and voice infrastructure
• Configuration of network, security and voice equipment and systems
• Work within established configuration and change management policies to ensure success of network changes
• Assist in the installation of equipment and provisioning of new services as required
• Participate in departmental meetings, training sessions and company activities as required
• Use appropriate configurations, tools and follow relevant procedures to assure the security of the infrastructure
• Work closely with broader team to provide support for core and customer engineering projects
• Proactively highlight and escalate any observed vulnerabilities within the companiesinfrastructure
• Participate in the installation, configuration, maintenance and ongoing management of network, security, hosting and voice equipment as required