IT Infrastructure Support Engineer

Responsibilities

• Provide ongoing operational support for customer IT infrastructure and data centre environments after deployment
• Handle incident management, troubleshooting, maintenance, and service continuity
• Act as the first line of defence for operational and technical issues
• Ensure timely resolution of incidents according to SLA requirements
• Coordinate with engineering teams, network specialists, vendors, and customers to minimize downtime
• Assist with service requests, issue tracking, and documentation
• Support customer communication regarding operational issues and updates
• Maintain service documentation and operational records
• Coordinate internal teams to fulfil customer service requests
• Assist with preventive maintenance, routine checks, firmware updates, and related maintenance activities
• Update and track inventory records and documentation
• Support stable and optimal performance of mission-critical infrastructure
• Participate in on-call support rotation when required

Requirements

• Diploma or Degree in Engineering, IT, Network Engineering, or a related field
• Minimum 2–3 years of experience in technical support, service operations, or logistics coordination
• Exposure to a technology-driven or service delivery environment preferred
• Familiarity with ITIL processes such as Incident, Problem, and Change Management
• Ability to manage and track multiple service requests and issues
• Basic understanding of IT systems and technical service workflows
• Experience troubleshooting system or network-related incidents
• Ability to work in a high-pressure, 24/7 operational environment
• Strong customer service mindset focused on responsiveness and service recovery
• Good record-keeping and reporting skills
• Ability to coordinate between technical and non-technical teams
• Proactive problem-solving and issue resolution skills
• Willingness to participate in on-call support rotation
• Ability to work independently