Digital Infrastructure Specialist

Digital Infrastructure Specialist

We are seeking a skilled Digital Infrastructure Specialist to join our team. This role will involve providing exceptional support and service to our customers, ensuring their digital infrastructure runs smoothly and efficiently.

The ideal candidate will have experience working in a telecom or IT operations systems and cloud environment, with expertise in networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls.

In addition to technical skills, the successful candidate will possess excellent communication and problem-solving skills, with the ability to work independently and collaboratively as part of a team.

This is an exciting opportunity for someone who wants to make a real difference in the digital world. If you have the skills and passion to drive success, we want to hear from you

• Assist in monitoring and managing the day-to-day operations of our customers' digital infrastructure;
• Liaise with development teams to resolve reported issues and ensure seamless service delivery;
• Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes;
• Manage the tracking and escalation of incidents and complete root cause analysis;
• Contribute to continual service improvement;
• Work within our support team covering out of hours support for our cloud operations;
• Coordinate with other teams to handoff build guidance to complete orders where managed service support is requested;
• Coordinate with other services teams where cloud and virtualisation-specific issues are escalated;
• Advocate for customer needs within our organisation;
• Prepare troubleshooting guides for other team members or customers.

You may be a fit for this role if you:

• Have 2-3 years' experience within IT field with L2/L3 support skills and supporting external customers, rather than just employees;
• Have worked in a telecom (Nice to have) or an IT operations systems and cloud environment (AWS preferred, but not essential);
• Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls;
• Have a proactive approach to spotting problems, areas for improvement, and performance;
• Communicate well, both orally and in written form;
• Can troubleshoot in a variety of OS environments including *nix, macOS and Windows;
• Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods;
• Have ISTQB FL certificate or a basic experience of software testing, both functional and regression, is an asset; JSON/XML syntax understanding; experience with (REST) API testing with tools like Postman/Swagger (Nice to have);
• Have a strong customer focus and ownership;
• Are able to write effective handoffs from shift-to-shift for ongoing support issues;
• Have a willingness to learn and adapt to the entire technology stack.

What's in it for you?

• We offer a remote-first approach with many team-building activities;
• Every employee gets a training budget and paid training days every year to upskill;
• We've a flat organisational structure with an emphasis on open, honest communication;
• We focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community and research new ways to use existing products in new problem domains;
• We offer indefinite period employment contract.

We take pride in being a people-oriented organisation. Openness and opportunity are really important to us. We build teams that span from experienced leaders to bright graduates and work to develop all of us within our coaching culture.