IT Systems & Infrastructure Engineer

BASIC FUNCTION

The IT Systems & Infrastructure Engineer provides advanced technical support to end-users, ensures the smooth operation of technical systems and hardware, assists with deployment and maintenance, performs routine maintenance, manages inventory, and maintains technical documentation.

• IT Service Management
  • Incident Management - Troubleshoot advanced hardware and software issues using existing digital technologies ethically and efficiently, while managing documentation.
    • Apply creative thinking and innovative problem‑solving skills to analyze and resolve complex hardware and software issues, exploring alternative approaches and options to address technical challenges from different perspectives and identify optimal solutions.
    • Accurately record issue details, troubleshooting steps, and relevant information in the ticket queue, ensuring documentation and records are accurately maintained to track SLA compliance, and support reporting and analysis.
  • Change Management - Manage IT environment changes by planning, assessing, approving, communicating, and implementing them in a controlled manner to minimize risks and disruptions.
  • Problem Management - Identify root causes of incidents, addressing them to prevent recurrence, and minimizing their impact on the business while enhancing overall system stability.
• Systems & Infrastructure
  • Design, implement, and maintain the organization’s IT infrastructure, including servers, storage systems, networking equipment, and other related hardware and software.
  • Manage server backups and system security, including performing regular backups, monitoring system performance, and mitigating security risks.
    • Implement and maintain effective data backup and recovery strategies.
    • Perform scheduled maintenance on equipment and systems.
    • Perform emergency maintenance on equipment and systems.
    • Work collaboratively with the IT Director to ensure that end users are notified during system maintenance and outages.
    • Conduct regular risk and vulnerability assessments to identify and mitigate security risks.
  • Design and maintain internal network infrastructure.
    • Maintain accurate documentation of network configurations, device settings, and any changes made. This documentation assists in troubleshooting and future network management.
    • Analyze network data and evaluate LAN or WAN performance data to ensure sufficient availability or speed.
    • Troubleshoot and resolve technical issues related to network infrastructure, firewalls, and VPN.
    • Ensure compliance with security frameworks such as CIS or NIST standards.
  • Oversee administration and management of Enterprise Active Directory configuration, permissions, group policies, and network resources efficiently and securely.
  • Exhibit adaptability in accepting and completing assignments.
  • Participate in on‑call rotations to provide after‑hours support when required.
• Security & Compliance
  • Implement and monitor IT security measures, such as firewalls, encryption, access controls, intrusion detection systems, vulnerability scanning and endpoint protection.
  • Monitor, respond to, and investigate security incidents and breaches, taking necessary actions, while creating and maintaining proper documentation of incidents.
    • Conduct regular risk assessments and vulnerability assessments to identify and mitigate potential security risks and vulnerabilities.
• Customer Service
  • Demonstrate excellent customer service skills through diverse interactions with providers, staff, and clients by actively listening to understand individual needs and challenges, while providing clear and concise explanations and instructions to enhance user technology navigation and foster a customer‑centric and supportive environment.
• Professional Development
  • Engage in self‑directed learning and professional development to expand technical knowledge and skills, keeping up with industry advancements and incorporating new approaches into daily work.
• Security & Compliance
  • Adhere to security and privacy protocols, ensuring System Security & HIPAA compliance.

• Empathy - Demonstrates empathy and respect for diversity in the workplace by treating all patients,…