Enterprise Infrastructure Support Specialist

14 hours ago

Cape Town, Western Cape, South Africa Robert Walters Full time

Robert Walters is seeking a skilled Enterprise Infrastructure Support Specialist to join our team in Western Cape, Cape Town. This role offers a competitive salary of R1,200,000 - R1,500,000 per annum, depending on experience.

About the Role

This is an exciting opportunity for a seasoned Senior Support/Infrastructure Engineer to take on a leadership role in providing expert support and infrastructure services to our global clients. As an Enterprise Infrastructure Support Specialist, you will be responsible for maintaining regular dialogue with clients, users, stakeholders, and vendors to anticipate potential opportunities and challenges that may arise due to global innovation and the overall needs and strategies of the business.

You will be expected to fulfill various IT Service Management (ITSM) roles such as Incident, Problem, and Change management to support the wider Technology and Innovation division. Your key responsibilities will include:

  • Providing 1st/2nd/3rd line support for end-user, application, desktop, and infrastructure issues, primarily focused on the local office.
  • Participating in and owning various ITSM roles, in line with the ITIL framework, to ensure services are provided consistently, predictably, and to a high standard.
  • Administering and optimizing collaboration tools such as messaging platforms and telephony.
  • Developing and managing processes for business automation tools.
  • Managing the entire lifecycle of end-user devices from procurement to decommissioning, ensuring cost-effectiveness, security, and compliance throughout the process.
  • Monitoring the performance of end-user devices and proactively identifying and addressing issues to maintain optimal functionality and end-user satisfaction.
  • Overseeing the provisioning, configuration, and management of end-user devices to ensure a secure and standardized digital workplace environment.
  • Managing the global Audio Visual and Conferencing estate to define standards and ensure consistency.
  • Implementing and managing policies and control for mobile devices to ensure security, compliance, and governance.
  • Providing remote helpdesk application support and desktop support for other global offices.
  • Providing remote and on-site server and networking support, depending on experience.
  • Identifying and implementing innovative technologies to benefit the business and the end-user experience.
  • Researching and implementing new products, working with other teams throughout the implementation cycle for successful introduction and adoption of all technologies.
  • Working with the Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.

This role requires a strong ability to consult with other members of the Technology & Innovation team, excellent analytical skills, attention to detail, and quality assurance processes. You should also have a willingness to do overtime and be on-call on a rotation basis if required.

Requirements

To be considered for this role, you will need to have:

  • A degree in Information Technology or Computer Science, or equivalent experience.
  • ITIL Foundations v3 or later certification.
  • At least 5 years of proven experience working within a global service desk, preferably in a senior support role.
  • Experience supporting a wide range of applications and participating in implementing changes using ITIL Change Management aligned processes.
  • Experience with scripting tools, automation technologies, and unattended software deployment tools is desirable but not essential.
Benefits

As an Enterprise Infrastructure Support Specialist at Robert Walters, you can expect a competitive salary package, including a base salary of R1,200,000 - R1,500,000 per annum, depending on experience. Additionally, you will have access to a range of benefits, including professional development opportunities, a dynamic work environment, and the chance to work with a talented team of professionals.

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