Infrastructure Engineer - Level 2

Duties and Responsibilities:

• Lead and mentor the engineering & service delivery teams
• Define and execute technology strategy aligned with business goals
• Ensure infrastructure security, reliability, and quality of solutions
• Oversee projects, budgeting, and resource management
• Manage vendor relationships, risk, and business continuity
• Foster team training, development, and continuous learning

Key responsibilities:

Advanced Technical Support

• Handle level 2 and escalated incidents and service requests from L1 support involving desktops, servers, networking, virtualization and cloud services.
• Troubleshoot and resolve issues related to Windows Server, Hyper-V infrastructure,
• Sophos Firewalls incl. RED devices, hospitality solutions like Best Practices etc.
• Support Office 365 (Exchange Online, SharePoint, Teams), Entra ID, and Azure services.
• Administration and support of VOIP system (Vodia), SIP services
• LAN/WAN infrastructure administration and support for both managed and client data Centers.
• Administration and support of on-premises and client network devices such as firewalls, switches, routers, and wireless access points.
• Perform System/Servers upgrades, scheduled servers, systems and network maintenance tasks, Windows patching both
• Prepare Root Cause Analysis (RCA) documents with resolution implementation
• Provide remote support using RMM and ticketing tools (e.g., ConnectWise, Atera, Autotask etc).
• Support service delivery in catering calls as and when required e.g. when SD is not available or there is high traffic of calls
• Implement and perform regular backup of Enterprise backup of systems, databases, applications, cloud apps / infrastructure, virtualized infrastructure etc. resolve related Configuration issues.
• Adhere to security and data privacy policies to ensure all client data is handled with confidentiality and integrity. Access to client systems, devices, or data must only be Performed with proper documented approval. The engineer must follow least privilege principles, avoid unauthorized access or data transfers, and strictly comply with the MSP’s and the client’s data handling and security standards.
• Perform routine maintenance, patching, and health checks on client infrastructure.

Documentation & Knowledge Sharing

• Document all work, solutions, and system changes in the ticketing system and client documentation platforms.
• Send your contribution to the internal knowledge base to QC lead to update the it portal knowledge base.
• Contribute to the internal knowledge base and mentor L1 engineers when needed.
• Update network diagrams for both Managed and Client network infrastructure.

Project Assistance

• Support infrastructure upgrades, Office 365 migrations, endpoint deployments, and network setups.
• Assist project leads with implementations and contribute to project planning where appropriate.
• New system installation (endpoints / servers), applications configurations.
• User profile setup on servers, RDS and client devices for operating system and Applications. LAN / WAN and security devices configurations incl. firewalls, routers, RED devices, WiFi Controllers etc.

Additional Responsibilities:

• Undertake any other responsibilities assigned by management related to network, security, and systems within CSPRO and its clients’ IT infrastructure.

Required Experience/Skills

• Minimum Bachelor’s degree in Computer Science or related technology (CGPA ≥ …)
• Certifications (any of the following preferred):
• MSEC (Microsoft Systems Certified Engineer)
• Azure / AWS Certified / Cloud Certified
• CCNP (Cisco Certified Network Professional)
• VMCA / VMCE (Veeam Certified Architect / Engineer)
• Sophos Certified Architect

Experience:

• 5 -7 years in relevant technology/engineering roles
• Managerial experience leading and developing high-performance teams
• Proven track record in business development and strategic technology leadership

Must Have Knowledge/Experience:

• Infrastructure engineering background
• Microsoft stack experience, especially Office 365, Exchange, SCCM, Active Directory
• Networking knowledge
• VMware
• Cybersecurity and reliability mindset
• Communication

Core technical skills

• Infrastructure and systems engineering
• Office 365 setup and migrations
• Microsoft Exchange
• SCCM
• Active Directory management
• Networking, especially firewalls, routers, and switches
• Remote support tools, including VPN and RDS
• Virtualisation, specifically VMware
• VoIP systems, including SIP protocol and codecs
• UTM configuration and maintenance
• Cybersecurity awareness
• Ensuring infrastructure reliability, security, and quality