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Infrastructure Support Engineer

Harbour IT - Sydney, NSW

Source: uWorkin


About the Role

Harbour IT has a 6 months contract opportunity for an Infrastructure Support Engineer to join our client team in North Sydney. The role will be reporting into the Enterprise Services Manager.

The primary role of the Infrastructure Support Engineer is to deliver exceptional customer service while managing and maintaining our customer environments and providing support and mentoring to Infrastructure Support Technicians within the Infrastructure Support team. The support provided must always be achieved within contracted SLAs and meeting our customers' expectations.

Responsibilities include:

  • Supporting all Harbour IT managed customers' infrastructure environments.
  • Providing escalated infrastructure support from team members.
  • Providing escalated service desk support from service desk teams (escalated end user support).
  • Adhere to Incident, Problem and Change Management processes as per HIT/customer standards (ITIL) and within SLAs.
  • Fulfilment of Service Requests.
  • Perform proper root cause analysis and fixes to drive down the re-occurrence of similar incidents.
  • Create and maintain technical documentation and knowledge base for HIT customer environments.
  • Perform onsite maintenance and troubleshooting when required.
  • Attend Customer weekly and monthly meetings.
  • Be part of a rotating weekly roster for Oncall responsibilities; this will include handling after hour escalations.
  • Working within a rotating roster in a shift between the hours of 7am - 6pm weekdays.
  • Being available to take phone calls for escalated enquiries or tickets.
  • Complete monthly patching for customers with onshore requirements.
  • Provide reports to Customers where required. This may include ( but not limited to);
  • Daily Checks
  • Monthly reports
  • Post Incident reports