IT Infrastructure Support Specialist

3 days ago

Pasig, National Capital Region, Philippines beBeeSupport Full time
Job Description

We are seeking an experienced Infrastructure Support Specialist to support the technology initiatives of our IT team.

The successful candidate will be responsible for follow-the-sun monitoring of IT infrastructure, prompt reaction on all infrastructure incidents, primary resolution of infrastructure incidents and support requests.

Responsibilities include:

  • Ensure that all incidents are handled within Service Level Agreements (SLAs).
  • Initial troubleshooting of infrastructure incidents.
  • Ensure maximum network & service availability through proactive monitoring.
  • Ensure all incident and alert tickets contain detailed technical information.
  • Initial troubleshooting of infrastructure incidents, restoration of services and escalation to level 3 experts if necessary.
  • Participate in Problem Management processes.
  • Ensure that all incidents and critical alerts are documented and escalated if necessary.
  • Ensure effective communication to customers about incidents and outages.
  • Identify opportunities for process improvement and efficiency enhancements.
  • Participate in documentation creation to reduce Business As Usual (BAU) support activities by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1.
  • Participate in reporting on monitored data and incidents on company infrastructure.
  • Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.
Required Skills and Qualifications

Bachelor's degree in a relevant technical field or equivalent experience is required.

Understanding of IT Infrastructure technologies, standards and trends is essential.

Technical background with 3+ years' experience in IT operations role delivering IT infrastructure support, monitoring and incident management is necessary.

Technical knowledge of Microsoft Stack, Windows networking, Active Directory, Exchange is required.

Technical knowledge of Network, Storage and Server equipment, virtualization and production setups is also required.

Exceptional communication and presentation skills, with the ability to articulate technical concepts to non-technical audiences is a must.

Strong analytical and problem-solving skills are required.

Strong customer service orientation is also required.

Benefits

Great Place to Work certified for 4 consecutive years.

Flexible work arrangement.

Global exposure.

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