Technical Infrastructure Specialist

Technical Infrastructure Specialist

The successful candidate will be responsible for providing expert technical support to our colleagues in the Karachi office, as well as remotely. They will diagnose and troubleshoot software and hardware related incidents and help our colleagues with their day-to-day IT needs.

• Provide first to third level support for all IT systems and services provided by us, including the customer call center.
• Log and track all incidents via the ITSM tool (Jira) and follow the incident management process. Work on escalated incidents from the IT service desk and ensure that incidents are updated regularly with meaningful updates, quality and troubleshooting steps performed.
• Work on IT service requests and incidents to help drive down the support queue (remote support).
• Provide support via the central IT Support Slack channel and ensure that incidents are logged on behalf of the end users.
• Ensure that priority 1/critical issues are communicated to the IT leadership team and key stakeholders for visibility and awareness.
• Perform daily checks on IT infrastructure and systems to ensure that uptime for network performance, WiFi, Zoom rooms, business applications, datacenter etc.
• Support the call center by providing related technical support, including configuring and delivering required hardware devices (laptop, desktop, mifi, headset, etc).
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults including replacing damaged parts, ordering new parts when necessary and managing maintenance cycles with vendors.
• Installation of new hardware, software and printers.
• Implementing and assisting on the rollout of new applications and operating systems.
• Preparing new laptops, installation & configuration of computer hardware operating systems and applications as part of the new joiners onboarding processes.
• Working with the people (HR) team for the leavers (offboarding) processes, disabling account access, collection of HW devices, revoking application licenses and uninstalling software, and updating the asset management tool.
• Coordinate with the local supplier/procurement team for the asset management/tagging and tracking.
• Providing assistance to colleagues with technology-related issues.
• Meeting room support for tele/video conference solutions to minimize disruption to the productivity of meetings. Proactive monitoring to ensure that all meeting rooms are online and in working order.
• Problem Management to ensure that incidents are reviewed for recurring issues and problems are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document Known Errors.
• Change Management to assess/minimize the impact to production services. Ensure there is communication to the users of any disruption to services.
• Working closely with the information security team to ensure IT security policies and best practices are up to date and enforced. Follow the security guidelines in place to protect our infrastructure and assets.
• Enforce IT policies and procedures and act as a custodian of IT to educate users on best practices, protect data, software and hardware to local IT infrastructure.
• Ensure continuous improvement and will be responsible for infrastructure projects. Timely rollout of new applications, new hardware and security releases as instructed by basecamp.
• Keeping up to date with the latest technology changes and industry practices.
• Help in planning in-house or off-site activities, like company and team events, meetups, and conferences.
• Participate in special projects and perform other duties as assigned.

• Bachelor's degree in computing or similar discipline.
• Well-experienced, all-rounder IT support/infrastructure engineer with working knowledge of IAM, MDM, Office 365 or Google Apps, Slack, Zoom, Meraki WiFi, Apple Mac, Windows, VMWare, and public/private cloud technologies.
• IT certifications such as MCSE, CCNA, ITIL.
• 2-3 years experience.
• Ability to support on Saturday (shift rotation).
• Basic knowledge and experience in automation with scripting or programming languages such as Bash, Python, or JavaScript a plus.

• Flexible work arrangement – 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.

We are a purpose-driven organization dedicated to creating impact in the region while we learn and grow.