JOB DESCRIPTION

Infrastructure Technician - I to support the installation, maintenance, and troubleshooting of complex network and telecommunication systems. The IT Infrastructure Technician provides frontline desktop and operational support while assisting senior infrastructure engineers with basic network, security, and systems tasks. This role focuses on learning, execution of documented procedures, and escalation of complex issues while delivering high‑quality end‑user support.

JOB REQUIREMENTS

• Tier 1 Desktop & Operations Support (Primary Responsibility)

End‑User & Desktop Support

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Provide basic troubleshooting for:
• Windows desktops and laptops
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Printers, monitors, docking stations, and peripherals
• Assist users with password resets, account unlocks, and basic access requests following documented procedures.
• Support standard software installations and basic application issues using approved knowledge base articles.
• Accurately document incidents, service requests, and resolutions in the ITSM system.

Ticket Management & Escalation

• Categorize, prioritize, and manage tickets in accordance with defined SLAs.
• Resolve issues within Tier 1 scope and escalate to Tier 2/3 teams when required.
• Communicate clearly with users regarding status, next steps, and resolution expectations.

Network & Infrastructure Exposure

• Monitor network and security systems, including FortiGate firewalls and Cisco Meraki environments.
• Perform basic checks, validations, and documentation updates related to network and infrastructure components.
• Support routine operational tasks such as connectivity verification and device status checks under supervision.
• Escalate abnormal findings or issues to senior infrastructure staff for further investigation.

Security Awareness & Support

• Follow established security best practices in daily operations.
• Support security initiatives by:
• Reporting potential security incidents
• Assisting with basic compliance checks
• Following secure handling procedures for systems and data
• Participate in security awareness and training activities (e.g., Security+ foundational knowledge).

Documentation & Continuous Improvement

• Follow standard operating procedures (SOPs) and IT policies.
• Contribute to knowledge base articles by documenting common issues and resolutions.
• Assist in maintaining accurate asset records and basic technical documentation.
• Escalate recurring issues or trends to senior team members for review.

Collaboration & Professional Development

• Work closely with IT service desk, infrastructure, and operations teams.
• Assist in IT projects by performing assigned tasks under guidance (e.g., device refreshes, migrations, upgrades).
• Demonstrate willingness to learn infrastructure, networking, and security fundamentals.
• Actively develop technical skills toward progression into Tier 2 Infrastructure or Network Support roles.

BUSINESS UNIT