IT Infrastructure Engineer

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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

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Job Summary

The IT Infrastructure Engineer (Network Focus) uses fundamental engineering concepts, practices, and procedures to analyze operational data and methods, identify network performance improvement opportunities, and implement robust network infrastructure systems that align with corporate security standards and business objectives. Reporting directly to the Network Manager, this role is a critical network-centric position that handles daily operations and support for branches across North America.

The engineer will play a key role in supporting branch office moves, standard network refreshes, and remote remediation projects, ensuring network availability, security, and performance standards are met.

• Network Availability, Health, and Performance:
  Ensure branch networks, LAN/WAN communication channels, and remote connections operate with maximum uptime and responsiveness.
• Successful Implementation of Network Services:
  Ensure all configured remote hardware, branch move network equipment, and access points are delivered, installed, and verified on schedule.
• Service Now Ticket SLA Adherence:
  Manage, resolve, or elevate network trouble tickets (targeting an average of 2-3 resolved tickets per day) within established SLA parameters.
• IT Change Control Compliance:
  Adhere strictly to company change control standards, submitting comprehensive change tickets for review prior to executing modifications on production network systems.

• Carries out agreed network operational procedures, including configuring, testing, and maintaining remote hardware such as Aruba switches, access points, and routing devices prior to shipment.
• Performs technical analysis of network communication systems, including LAN/WAN/MAN systems, local switches, firewalls, and transmission media to identify performance opportunities.
• Identifies, troubleshoots, and resolves network connectivity and access issues escalated from the service desk via Service Now.
• Coordinates and directs contracted on-site technical vendors across remote branch offices. Remotely guides technicians on plugging cables, mounting devices, swapping hardware, and executing real-time tests.
• Manages configuration schedules and equipment shipments with appropriate lead times, ensuring remote branch offices receive pre-configured access points and network refreshes on schedule without relying on costly overnight shipping.
• Monitors the network environment using enterprise tools, proactively responding to performance alerts to remediate connectivity problems before branches experience significant downtime.
• Attends daily standup meetings to sync on daily priorities, update ticket progress, and escalates complex network anomalies to senior and principal engineers.
• Implements and supports corporate security and standard design templates, ensuring all branch office mergers and acquisitions conform to standard network configuration templates.
• Maintains accurate, up-to-date documentation of network configurations, systems engineering, and IP addressing schemes. Logs project tasks and operational time within Jira and Service Now.
• Supports an on-call rotation and participates in scheduled off-hours/weekend project work to implement network refreshes and relocations without disrupting business operations.
• Requires moderate supervision.
• Limited travel ~10%.

• Technical Expertise:
  Experience in implementing and maintaining IT systems is required. Experience in technical areas such as infrastructure, software development, security, cloud technologies, network routing, switching, and firewall environments are also preferred.
• Project Management
  
  Experience:
  
  Experience in working on technical projects from inception to completion is required.
• Communication
  
  Skills:
  
  Strong communication skills, including the ability to communicate technical concepts to both technical and non-technical stakeholders, are required.
• Vendor
  
  Experience:
  
  Experience in working with IT vendors and service providers is preferred.
• Budget Management
  
  Experience:
  
  Experience in assisting in the management of IT budgets to ensure that projects and initiatives are delivered within budget constraints is preferred.
• Connectivity Troubleshooting:
  Demonstrated experience resolving basic connection issues,…