Individuals within the Infrastructure Engineer role are responsible for the operations of secure and highly available computing platforms, servers, and networks. They maintain, upgrade, and assist in the deployment of inContact’s lab and production environments. They also maintain the ongoing reliability, performance and support of the infrastructure.
This includes monitoring the operating environments; responding to incidents, problems, and providing assistance to other teams as necessary. Individuals in this job family are also responsible for the overall operation and maintenance of inContact’s lab and production environments. Infrastructure Engineers maintain operating systems, storage, AWS environments and related utilities and hardware. Other responsibilities include troubleshooting problems as they occur, supporting electronic messaging services and maintaining a secure systems environment. They also maintain the infrastructure.
Infrastructure Engineer need good communication skills and must be able to work collaboratively with customers and other technical colleagues. Individuals work across all functional areas and use a strong customer service orientation to ensure that all service requests and incidents are resolved in a professional manner. They share their expertise and provide individual training and support. Infrastructure Engineers work with other technical staff and vendors to maintain stability within inContact’s environments
Maintain, monitor, and support the infrastructure environment.
Works on one or more base work initiatives.
May support one or more systems or applications of low to medium complexity.
Follows defined procedures to monitor systems and resolve issues.
May participate in planning short term efforts.
May participate in contributing to process and automation improvements by working with appropriate resources.
Performs routine maintenance tasks for infrastructure systems such as backups, patching, firmware updates, etc…
Maintain lab and production storage systems.
Manage Mail, DNS, FTP, IIS, and Application environments
Set up and maintain server system and file security
Cross-train and share knowledge with team
May cable and rack server equipment in co-location facilities (some travel may be required)
Monitor and optimize performance of infrastructure elements.
Maintain documentation of servers and networking equipment.
Work with vendors to troubleshoot problems and evaluate new products.
Participate in the on-call rotation.