Infrastructure & Escalation Support Specialist
Infrastructure & Escalation Support Specialist
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Job Description
R77 is proud to be exclusively supporting a growing client in their search for a skilled IT professional to join their Infrastructure & Escalation team.
Are you passionate about troubleshooting high-level infrastructure issues and delivering robust IT solutions across critical systems Do you thrive in a hands-on environment supporting networks servers firewalls and enterprise-level tools If so this role offers the perfect opportunity to take the lead in maintaining and improving infrastructure across diverse client setups.
What Youll Be Doing:
- Own the resolution of complex support cases escalated from the frontline support team including issues related to networking server environments backups and cybersecurity.
- Proactively monitor and maintain IT infrastructure including Active Directory Group Policy and Hyper-V environments to ensure peak performance and reliability.
- Conduct thorough system audits and health checks to identify risks and areas for improvement.
- Design and implement secure network and firewall configurations to harden systems against emerging threats.
- Administer the Acronis suite of backup and security solutions.
- Liaise with third-party vendors including ISPs and hardware providers to coordinate support and maintain service continuity.
- Maintain clear detailed documentation of technical resolutions infrastructure changes and system configurations.
What Were Looking For:
- A degree or diploma (Level 6) in IT Telecommunications Engineering Computer Science or related fields.
- At least 3 years of hands-on experience in an infrastructure support or ICT specialist position.
- Strong grasp of networking protocols (DNS DHCP TCP/IP VPN) and server environments (Windows/Linux).
- Familiarity with VoIP and telecommunications systems.
- Solid understanding of information security principles and best practices.
- Certifications such as CCNA CCNP CompTIA Security or MCSE are considered a strong asset.
- Exceptional analytical and troubleshooting skills with a methodical and proactive approach.
- Experience managing ICT projects or leading technical initiatives is a plus.
- Valid driving licence is required.
- Willingness to participate in a rotating on-call support schedule.
Why This Role Stands Out:
- Youll work closely with a highly capable technical team that values deep problem-solving autonomy and learning.
- Gain exposure to enterprise-grade infrastructure across a range of industries and client environments.
- Grow your skills and certifications; ongoing professional development is strongly encouraged and supported.
- Be part of a collaborative environment that balances high standards with strong peer support.
Employment Type
Full Time
