IT Infrastructure Technician

Infrastructure Technician - ISupport the installation, maintenance, and troubleshooting of complex network and telecommunication systems. The IT Infrastructure Technician provides frontline desktop and operational support while assisting senior infrastructure engineers with basic network, security, and systems tasks. This role focuses on learning, execution of documented procedures, and escalation of complex issues while delivering high-quality end-user support.Job RequirementsTier 1 Desktop & Operations Support (Primary Responsibility)End-User & Desktop SupportServe as the first point of contact for IT support requests via phone, email, or ticketing system.Provide basic troubleshooting for:Windows desktops and laptopsMicrosoft 365 applications (Outlook, Teams, OneDrive, SharePoint)Printers, monitors, docking stations, and peripheralsAssist users with password resets, account unlocks, and basic access requests following documented procedures.Support standard software installations and basic application issues using approved knowledge base articles.Accurately document incidents, service requests, and resolutions in the ITSM system.Ticket Management & EscalationCategorize, prioritize, and manage tickets in accordance with defined SLAs.Resolve issues within Tier 1 scope and escalate to Tier 2/3 teams when required.Communicate clearly with users regarding status, next steps, and resolution expectations.Network & Infrastructure ExposureMonitor network and security systems, including FortiGate firewalls and Cisco Meraki environments.Perform basic checks, validations, and documentation updates related to network and infrastructure components.Support routine operational tasks such as connectivity verification and device status checks under supervision.Escalate abnormal findings or issues to senior infrastructure staff for further investigation.Security Awareness & SupportFollow established security best practices in daily operations.Support security initiatives by:Reporting potential security incidentsAssisting with basic compliance checksFollowing secure handling procedures for systems and dataParticipate in security awareness and training activities (e.g., Security+ foundational knowledge).Documentation & Continuous ImprovementFollow standard operating procedures (SOPs) and IT policies.Contribute to knowledge base articles by documenting common issues and resolutions.Assist in maintaining accurate asset records and basic technical documentation.Escalate recurring issues or trends to senior team members for review.Collaboration & Professional DevelopmentWork closely with IT service desk, infrastructure, and operations teams.Assist in IT projects by performing assigned tasks under guidance (e.g., device refreshes, migrations, upgrades).Demonstrate willingness to learn infrastructure, networking, and security fundamentals.Actively develop technical skills toward progression into Tier 2 Infrastructure or Network Support roles.Business UnitSeatrium Limited