Technical Support Engineer

Job Description

Job Description

Job Description

• Infrastructure Management
  • Ensure the availability, scalability, and redundancy of all physical and virtual infrastructure across multiple environments.

• • Plan, purchase, configure, and maintain infrastructure components including servers, storage, and virtualization platforms (VMware, Hyper-V).

• • Manage cloud and hybrid infrastructure (Azure, AWS, Google Cloud) including migration, optimization, and cost control.

• Systems Operations
  • Oversee configuration, provisioning, and maintenance of Microsoft Windows and Unix/Linux systems both on-premises and in the cloud.

• • Implement and maintain best-in-class security controls, patching processes, and compliance practices.

• • Lead automation efforts to improve efficiency, using scripting and orchestration tools (e.g., PowerShell, Bash, Ansible).

• Networking & Telephony
  • Manage and monitor the performance and capacity of all network infrastructure, including LAN, WAN, firewalls, and VPN.

• • Oversee corporate telephony systems (e.g., Zoom Phone, MS Teams, VoIP platforms), ensuring high availability and integration.

• • Address network bottlenecks and lead initiatives to modernize and secure connectivity across all sites.

• Operational Excellence
  • Maintain and improve monitoring systems and procedures to proactively detect and respond to issues.

• • Ensure all applicable system licenses, support contracts, and renewals are properly tracked and managed.

• • Develop and maintain SOPs for all core infrastructure components and ensure compliance with internal SLAs and external commitments.

• Support and Escalation
  • Provide support for high-priority or escalated issues, including coordination with vendors and internal stakeholders.

• • Participate in an on-call rotation and provide after-hours support when necessary.

• • Engage with clients and stakeholders to ensure engineering support aligns with business needs.

• Pre-Sales & RFP Participation
  • Collaborate with the pre-sales and business development teams to support technical solutioning and infrastructure design for new opportunities.

• • Participate in the review and development of responses to RFPs, ensuring proposed solutions are technically sound, scalable, and align with company capabilities.

• • Contribute diagrams, solution narratives, and infrastructure strategies to proposals and presentations.

• Team Leadership & Oversight
  • Lead and mentor a multidisciplinary team covering Windows, Unix/Linux, networking, telephony, and virtual hosting platforms.

• • Provide technical guidance, set team priorities, and ensure timely delivery of infrastructure initiatives and SLAs.

• • Promote cross-training and knowledge sharing within the team to build a resilient and agile engineering function.

• • Collaborate with other department heads to support strategic IT initiatives and continuous improvement efforts.

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