Job Description for IT Infrastructure and cloud Engineer

Purpose
• Provide effective first, second, and third level onsite and remote IT support across a complex and continuously evolving landscape that includes nearly 4,000 technology users, 200 sites, 6,500 devices, and 700 applications.
• Review and support escalated Incidents from the Service Desk team. Create Predictable Solutions for Escalated Incidents.
• Act as an "on the ground" extension of IT Business Relationship Managers and other IT leaders for the purpose of channelling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.
Key Relationships
o External Customers: Vendors/Suppliers, External Consultants, Managed Services agreements
o Internal Customers: End-Users, Employees, Management, Site Supervisors, Site Contacts, Global IT Teams
o Dotted line reporting lines to regional IT Leaders and business partners
Behavioural Competencies
Excellent interpersonal & communication skills, with ability to relay technical concepts in non-technical manner
Strong customer service orientation, displaying qualified standards
Keen attention to detail as part of delivering quality service
Strong Technical Aptitude with Intermediate IT Skills
Able to work autonomously and follow directions as provided
Highly Self-motivated; actively seeks development opportunities
Strong analytical and problem-solving skills, ability to identify and analyze key issues and provide innovative solutions
Good time management skills with the ability to multitask, effectively prioritise and work to deadlines in a high-pressure environment
Demonstrates a strong work ethic, initiative and diligence, even in challenging times
Works calmly under pressure, to deadlines,



whilst managing competing priorities
Works as part of broad-based global team to collaboratively achieve common business goals
Ability to work in project and/or support roles, Challenges the status quo and drives improvement
Technical Competencies
Education: Associates Degree in related field or equivalent experience. ITIL certification a plus.
Experience/Technical:
o Minimum 3 years' experience supporting end- users and PCs, Windows network environments, telecommunications, cabling, network/telephony patching, and comms room management
o Strong skills in working with and troubleshooting Windows Operating Systems & MS Office suite
Experience & working knowledge of:
o MS Active Directory
o End-user computing hardware including deployment & configuration of new devices
o IP Telephony solutions (e.g. Cisco Call Manager)
o Networks with special focus on PC, LAN, and WAN inter-operations.
o Video Conferencing Systems
Beneficial if having experience in any of the following areas:
o Device Management (e.g. SCCM)
o Mobile Device Management (e.g. Intune)
o Windows Server
o ITSM Management (e.g. Cherwell)
o Intelligent Process Automation (RPA)
o IoT and Edge Computing Operational Technology (integration with IT)
Knowledge of ITIL Management Framework
Experience working with technology vendors
Producing technical & procedure documentation




Core Accountabilities:
Vendor Management:
o Assist both technology vendors and internal IT Technology teams (e.g. server, network, telecom) to deploy, install, integrate, upgrade, or decommission remote site IT hardware or software.
Strategy:
o Subscribe to and promote IT policies, health & safety standards, and IPL Group Values
o Understand IT vision and translate this to end device and app delivery services
o Provide end-to-end expert guidance on how to manage end device and app delivery services across IT landscape influencing priorities and decisions across the organization
o Review, select, and implement emerging/innovative technologies that optimize, secure, enhance, and simplify end user computing and the delivery of applications, user profiles, and data to end devices
o Act as an "on the ground" extension of IT Business Relationship Managers and other IT leaders for the purpose of channeling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.
o Support further development of IT/OT convergence principles achieving improved architecture, standards, and governance over time.
o Support cyber security strategy and initiatives through ongoing security operations and cyber security projects.
Service:
o Initiate, lead, and execute on IT activities related to end device and app delivery services
o Supportive of emerging technologies and capabilities, including IoT, Edge Computing, Cloud enablement, Process Automation, Visual Management, and Data Analytics.Technical analysis and performance tuning of hardware, software, networks, virtual systems, end device solutions, and application delivery solution

📌 IT Infrastructure and cloud engineer (Australia)
🏢 Pyramid Global Technologies
📍 Australia