Specialist, Technical, Infrastructure Support

To implement solutions and advise business across multiple problem sets, with the support from the Technical specialists.

Assist in performing deployment work for projects on demand and in accordance with project schedules with respect to the applicable IT Technical environments.
Assist stakeholders with queries to ensure a better understanding of the environment and an appreciation of the technical IT domain.
Assist Technical Specialist in the configuration of all hardware and/or across the IT Domain environment.
Conduct research using available resources with respect to the technical IT domain and share knowledge with team members.
Deploy application patches, refreshes, and upgrades in accordance with related deployment and release schedules, with the guidance of the Technical Specialist.
Ensure all software is on supported levels including operating system software and 3rd party software.
Ensure that all relevant training is up to date and that all vendor requirements and competencies are met.
Interact with IT Domain vendors, professional bodies and peers as appropriate to keep abreast of technology developments and business trends relevant to technical IT domain.
Keep up to date with domain technology trends, enhancements and future technology developments in infrastructure
Maintain backups of the operational application to enable restore in cause of disaster recovery in accordance with the backup and restore regime.
Maintain run books, where applicable, for IT domain operations utilizing deployment services.
Participate in the planning, development and implementation of the IT Domain projects and enhancements.
Perform and monitor day to day scheduled and ad hoc (as per task requests) activities on associated IT infrastructure.
Perform day to day application and user administration and other application specific maintenance. In terms of user administration, ensure that user access and related permissions are managed in accordance with the user access management regime.
Perform DR exercises as directed by the BCM regime with the support of the technical specialist.
Provide insight to the Technical Specialist on all matters relating to the relevant domain.
Provide operational maintenance and production support in Technical domain functionality.
Provide support for an end-to-end enablement and implementation service.
Provide technical support in the relevant technical IT domain.
Remain and maintain a current awareness of the relevant technical IT domain.
Resolve incidents and problems and escalate 2nd level support requirements to 3rd party support contractor(s) and coordinate support provision. Service restore will satisfy service level agreements.

Technical Competencies:

• Application Knowledge for Support
• Capacity Management
• Database Administration
• Debugging and Fixing Software
• Technology Orientation