Infrastructure Engineer

The IT Infrastructure Engineer will be responsible for providing technical support and maintaining end-user computing services to ensure the smooth operation of the client's ICT environment. The role will cover desktop and laptop support, troubleshooting, device provisioning, endpoint security and coordination with relevant Government ICT service providers. The engineer will also support infrastructure operations, technology refresh initiatives and compliance with applicable Government ICT policies and standards.

Key Responsibilities:

End-User Support

• Provide Level 1 and Level 2 technical support for end-user computing devices, operating systems, productivity applications, collaboration tools, printers and peripherals.
• Troubleshoot and resolve hardware, software, network connectivity and access-related issues within agreed service levels.
• Support employee onboarding and offboarding activities, including workstation provisioning, software installation, account setup and access configuration.
• Assist users with enterprise collaboration platforms, email, remote access and workplace technology services.
• Escalate complex incidents to specialized support teams or vendors, where appropriate, and coordinate follow-up actions to ensure timely resolution.
• Maintain accurate documentation of incidents, service requests, technical procedures and knowledge articles.
• Support IT service continuity by participating in after-hours support, scheduled maintenance windows and incident response activities when required.
• Coordinate infrastructure maintenance, system upgrades, migrations and technology refresh activities.
• Support incident investigations, root-cause analysis and the implementation of corrective actions.

Stakeholder and Service Management

• Work closely with business users, project teams, vendors and service providers to ensure the effective delivery of ICT services.
• Provide technical guidance and user support to improve IT adoption and the overall user experience.
• Identify recurring technical issues and recommend preventive measures and service improvements.
• Coordinate with vendors and relevant service providers to monitor service delivery and resolve operational issues.

Required Skills and Experience

• A degree or diploma in Computer Science, Computer Engineering, Information Technology or an equivalent.
• Preferably 3 years or more of relevant experience in desktop support, end-user computing or IT infrastructure operations.
• Good understanding of networking technologies, including LAN, WAN, TCP/IP, DNS, DHCP, Wi-Fi and VPN, as well as infrastructure security technologies.
• Relevant certifications such as CCNA, ITIL, Microsoft or CompTIA would be advantageous.
• Proactive and self-motivated, with good organizational, problem-solving and multitasking skills.
• Ability to work independently with minimal supervision and demonstrate initiative in resolving technical issues.
• Good understanding of vendor coordination and service management. Experience in contract and vendor management would be advantageous.
• Strong written and verbal communication skills, with the ability to communicate technical information and recommendations effectively to stakeholders.
• A collaborative team player with good interpersonal and stakeholder management skills.