Job Description

Job Title

Infrastructure Support Engineer

LOCATION:

Hybrid: Stellenbosch/Woodmead + Remote

About Cyberlogic

Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.

Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.

We believe our people are essential to our continued success and support career growth through our Go4Growth model which is aimed at encouraging our people to continuously contribute, learn, evolve and succeed.

Our Values

We challenge ourselves to be more AWESOME
We are driven to KEEP learning and EVOLVING
We look beyond symptoms to identify and RESOLVE ROOT CAUSES
We hold each other accountable through CANDID and constructive FEEDBACK
We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
We CARE deeply ABOUT the success of CYBERLOGIC
We FINISH WHAT WE START
We always GIVE OUR BEST even if it means putting in the hard yards
We KEEP THINGS SIMPLE

Purpose Of Position

The purpose of the Infrastructure Support Engineer position is to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment. The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues. The Infrastructure Support Engineer will also be responsible for assisting in the planning and implementation of small IT infrastructure projects and changes. The purpose of this role is to ensure that the IT infrastructure is functioning optimally, and to provide technical expertise to both clients and internal teams, ultimately contributing to the overall success of the organization.

Key Responsibilities

Providing senior technical support and troubleshooting to end-users for server, networking, and internet-related issues.
Resolving complex server and network issues, including server hardware failures, network connectivity issues, and firewall configuration issues.
Providing technical first and/or second-line public cloud support (M365 & Azure)
Working closely with other support teams to identify and escalate complex or unresolved issues to higher-level support teams or vendors and following up on open tickets to ensure timely resolution.
Assisting with IT infrastructure projects, including server migrations, network upgrades, and firewall deployments.
Providing technical guidance and mentorship to junior team members
Documenting support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
Communicating with clients and stakeholders to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
Participating in team meetings and training sessions to stay up-to-date on new technologies and support best practices.
Ensure flexibility and availability to support system upgrades, maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.

Experience

QUALIFICATIONS AND EXPERIENCE

5-7 years of experience in a technical support or infrastructure role, preferably in a managed services or enterprise IT environment with a focus on server and network support.
Advanced knowledge of IT server and networking concepts, including Windows Server operating systems, networking protocols, DNS, DHCP, TCP/IP, and advanced network troubleshooting.
Advanced experience with firewalls, routers, switches, and other networking equipment.
Advanced experience with virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Excellent organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.

Recommended Qualifications

A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801) ), or equivalent industry experience.
Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience.
Microsoft 365 Certified: Enterprise Administrator Expert (MS100 & MS101), or equivalent industry experience.
Microsoft Azure Administrator (AZ-104), or equivalent industry experience.

Additional Requirements

Code B South African driver's license
Own means of transport

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location to deliver your best in terms of performance and productivity.

Quick response

Required Knowledge

• K0001   Knowledge of computer networking concepts and protocols, and network security methodologies.
• K0004   Knowledge of cybersecurity and privacy principles.
• K0005   Knowledge of cyber threats an`d vulnerabilities.
• K0033   Knowledge of host/network access control mechanisms (e.g., access control list, capabilities lists).
• K0044   Knowledge of cybersecurity and privacy principles and organizational requirements (relevant to confidentiality, integrity, availability, authentication, non-repudiation).
• K0061   Knowledge of how traffic flows across the network (e.g., Transmission Control Protocol [TCP] and Internet Protocol [IP], Open System Interconnection Model [OSI], Information Technology Infrastructure Library, current version [ITIL]).
• K0104   Knowledge of Virtual Private Network (VPN) security.
• K0179   Knowledge of network security architecture concepts including topology, protocols, components, and principles (e.g., application of defense-in-depth).
• K0205   Knowledge of basic system, network, and OS hardening techniques.
• K0332   Knowledge of network protocols such as TCP/IP, Dynamic Host Configuration, Domain Name System (DNS), and directory services.

Required Skills

• S0121   Skill in system, network, and OS hardening techniques. (e.g., remove unnecessary services, password policies, network segmentation, enable logging, least privilege, etc.).
• S0124   Skill in troubleshooting and diagnosing cyber defense infrastructure anomalies and work through resolution.
• S0367   Skill to apply cybersecurity and privacy principles to organizational requirements (relevant to confidentiality, integrity, availability, authentication, non-repudiation).

Required Abilities

• A0123  Ability to apply cybersecurity and privacy principles to organizational requirements (relevant to confidentiality, integrity, availability, authentication, non-repudiation).