[Hiring] Senior IT Infrastructure Analyst @City Lodge Hotels

Role Description

This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. Provides 2nd line support to 1st line technicians for more technical problems related to various computer and networking hardware, software and application components within the City Lodge Hotels IT environment.

• Performs ongoing maintenance and configuration of hardware, software and application components.
• Fulfils an active role in the implementation of IT infrastructure projects and project rollouts.
• Maintains the Cloud environment and ensures it is in line with our policies and procedures.

Qualifications

• Minimum:
  • Grade 12.
  • National Diploma in IT.
  • Azure Administrator Associate.
  • Windows Server Hybrid Administrator Associate.
  • MCSA: Windows 10 and above.
  • ITIL Foundations v4.
  • Computer literacy is essential particularly with a proficiency in Microsoft Office Suite.
• Advantageous:
  • Security +.
  • Microsoft 365: Modern Desktop Administrator Associate.
  • CCNA Switching and Routing.

Requirements

• Minimum 5 years of experience in:
  • Advanced desktop support.
  • Advanced troubleshooting.
  • Call centre.
  • Advanced network support.
  • Advanced server support.
  • Advanced storage support.
  • Advanced Azure support.
• Advantageous: IT experience within the hospitality industry.

Special Conditions

• May be required to work on a standby basis after hours, as per rotation schedule.
• May be required to be available 24/7 for emergencies.
• Own transport.
• This job requires prolonged sitting and static, sustained postures, frequent manual handling, repetitive upper-limb movements, sustained visual focus leading to potential visual strain, and exposure to psychosocial and cognitive stressors.

Competencies (Knowledge, Skills and Behavioural Attributes)

• Knowledge:
  • Server and storage management
  • Active Directory
  • Scripting
  • Azure Cloud
  • Email security and spam filters
  • Printing management
  • Voice
  • Networks – routing and switches
  • Virtualisation
  • Azure Hybrid
• Skills:
  • Time management
  • Verbal and written communication
  • Troubleshooting/problem solving
  • Relationship management
  • Memory
  • Insight
  • Conceptualisation
  • Critical and creative thinking
  • Learning agility
• Behavioural Attributes:
  • Customer centric
  • Perseverance
  • Initiator
  • Attention to detail
  • Collaborative
  • Resilient
  • Accountable

Position Requirements

• Finds and supplies solutions to issues in an effective and efficient manner.
• Keeps devices up to date with the latest patches, firmware and drivers.
• Identifies and supports requests for new hardware based on business requirements.
• Maintains software deployed on the hardware and networks. This includes operating systems and various other operational tools core CLH systems.
• Identifies and supports requests for new software based on business requirements.
• Maintains the telecommunications and internal networks to ensure it operates efficiently and effectively and remains secure from internal and external threats.
• Maintains Cloud environment. This includes integration to on-prem and 3rd party providers.
• Identifies and supports requests for new Cloud adoption based on business requirements.
• Together with the security team ensures the safety and security of the information in the cloud.
• Implements Projects based on timelines and budget allocated.
• Maintains all software applications and hardware devices.
• Assists with the deployment of new or existing systems.
• Attends to security incidents.
• Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
• Maintains any differentiation, should it exist or be required, between the brands in relation to the applicable hardware/software authorised for use in those brands.
• Logs and maintains ServiceDesk calls escalations.
• Logs and maintains 3rd party calls and escalations.
• Provide support to first line technicians on the more technical software, hardware, network and security related queries and resolve these within the agreed Service Level Agreements (SLAs).
• Provides incident management, problem management, event management, availability management, asset and configuration management and capacity management.
• Implement changes as per change management.
• Escalates technical queries.
• Supports projects related to the deployment or upgrade of IT hardware, networks and software.
• Assists with testing of new and existing systems prior to deployment.
• Responds to user queries via approved channels.
• Assists end-users after hours when on standby duty.
• Communicates effectively and timeously with different business units, suppliers and CLH IT.
• Builds and maintains relationships with key stakeholders which includes the different business units, suppliers, CLH IT and 3rd party vendors.
• Participates in personal development activities to learn/enhance skillset.
• Participates in all legislative and operational training in line with group requirements and/or training department directives.