Technical Support Engineer

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.

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).

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.

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.

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.

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.

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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