Job Summary:
We are seeking a highly skilled and motivated Senior L2 IT Infrastructure Support Specialist to join our team. This individual will provide second-level technical support and maintenance for our IT infrastructure, ensuring the stability, security, and efficiency of our systems and network environments. The ideal candidate will have strong troubleshooting abilities, hands-on experience with IT infrastructure management, and excellent communication skills to support end-users and collaborate with other IT teams.
Key Responsibilities:
Technical Support:02Provide Level 2 technical support for infrastructure issues, including server, network, storage, and backup systems.
Issue Resolution:02Diagnose, analyze, and resolve infrastructure-related issues promptly, escalating to Level 3 support as necessary.
Monitoring & Maintenance:02Perform proactive monitoring, regular maintenance, and tuning of systems to ensure optimal performance.
Incident Management:02Track, manage, and document incidents in a ticketing system, ensuring timely and accurate updates.
Configuration & Management:02Assist in the configuration, deployment, and management of servers, networks, and storage solutions.
Security & Compliance:02Enforce IT policies and standards, including security protocols, user access controls, and compliance measures.
Documentation:02Create and maintain detailed documentation of infrastructure systems, troubleshooting steps, and standard operating procedures.
User Support & Training:02Provide support to end-users on infrastructure-related issues and assist with training when needed.
Collaboration:02Work closely with the IT team, including Level 1 support, system administrators, and network engineers, to ensure seamless operations.
Requirements:
Experience:02Minimum 5+ years in IT infrastructure support, with a focus on Level 2 support or higher.
Education:02Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Technical Skills:
Strong understanding of Windows and/or Linux server environments.
Proficiency in network troubleshooting, including TCP/IP, DNS, DHCP, VPN, and firewall configurations.
Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
Knowledge of storage systems and backup/recovery solutions.
Basic knowledge of cloud infrastructure (AWS, Azure, or Google Cloud) is a plus.
Experience with IT Service Management (ITSM) tools, such as Zendesk, ServiceNow, or equivalent.
Soft Skills:
Excellent communication skills, both verbal and written.
Strong analytical and problem-solving abilities.
Detail-oriented, organized, and able to work independently or as part of a team.
Customer-focused with a commitment to delivering high-quality support.
Preferred Qualifications:
Certifications:02Relevant IT certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Fundamentals, or similar are highly desirable.
Experience with ITIL:02Familiarity with ITIL practices for incident, problem, and change management.