Minimum 4 to 6 years of experience in infrastructure support, systems administration, IT operations or Level 2/3 technical support.
- Strong experience using ITSM platforms such as Freshservice, ServiceNow, Jira Service Management or equivalent.
- Experience managing incidents, service requests, problem tickets, and change records.
- Good understanding of ITIL principles and service management practices.
- Proven ability to manage priorities, follow up actions, and meet SLA commitments. Technical Skills
- Microsoft 365 administration and support.
- Microsoft Teams administration and support.
- Entra ID / Azure AD / On-prem AD operational support.
- Exchange Online, SMTP and mail flow troubleshooting.
- Proofpoint Email Security or similar email security platforms.
- DNS, DHCP, and certificate management.
- Windows administration and general infrastructure support.
- Knowledge of working with remote sites and supporting rack equipment like UPS and network devices
- Awareness of networking concepts such as switches, access points, firewalls, WAN, Internet connectivity, and routing. Infrastructure Support Analyst
- Awareness of AWS and cloud service concepts, with the ability to coordinate managed service providers rather than perform deep engineering.
