The IT Infrastructure Engineer functions as a technical expert and participates in a variety of analytics and technical assignments that range from problem diagnosis to solutions documentation, implementation, administration and maintenance for internal and Cloud5 customer needs. Additionally, the Engineer will work on pieces of the architecture of the Cloud5 IT infrastructure, in collaboration with other Engineers and/or the Director of Infrastructure and IT.  The IT Infrastructure Engineer is responsible for daily administration and operations of enterprise infrastructure, network devices, servers and applications that run the back-office and customer-facing infrastructure at all datacenter and AWS cloud hosted environments. The Infrastructure Engineer works closely with Infrastructure team members, project managers, vendors, leadership, system owners, and operations / support staff to meet the strategic goals and objectives of the business.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Administer day-to-day operations of IT infrastructure including network, servers, virtualization, monitoring, and voice/high speed internet environments.
• Provide tier 4 support for infrastructure related issues that cannot be resolved by Tier 1-3 call center personnel related to our core customer facing network solutions that include our cloud hosted SIP based PBX for hotels, high speed internet WiFI services for hotels, and our outsourced hotel call reservation call centers.
• Collaborate with the Avaya support team on any networking, SIP PBX issues, or other infrastructure issues impacting our outsourced call center teams.
• Participate in on-call duties and/or after-hours operational support or maintenance activities.
• Follow escalation procedures and ensure service levels are maintained.
• Perform technical research, confer with team engineers and support, or conduct diagnostics to investigate trouble inquiries and resolve problems.
• Install and support hardware, software, or peripheral equipment that supports the back-office or front-office IT infrastructure.
• Troubleshoot and otherwise provide operational support for SIP based VoIP infrastructure, including but not limited to session border controllers (SBC), enterprise communications broker (ECB), SIP/Asterisk based PBX services, and Radius authentication environments.
• Operational knowledge of managing virtual machines/appliances in VMWare, AWS and other platforms
• Collaborate with the Zabbix/OpsGenie team to ensure all infrastructure items are being appropriately monitored and have correct alerting and escalation in place for problems or degradation of service
• Perform peer review and implement configuration changes with appropriate change controls for on-premise, co-located and cloud infrastructure components
• Manage the establishment, documentation and maintenance of VPN connections between a local data center and AWS (hybrid environment), or between our environments and customer or vendor sites/locations
• Participate in the support and configuration of security infrastructure (firewalls, SIEM, AWS Console, etc.) for AWS and datacenter infrastructure
• Participate in the review of infrastructure architecture and provide input to Infrastructure team for iterative improvement
• Research, quote and recommend equipment or software for continuous improvement
• Create clear, technical “as-built” documentation artifacts of environments
• Ensure firmware, hardware, and operating systems are patched and upgraded with regular cadence, appropriate regression testing, and the right level of change control and pre-planning for rollback in case of failure
• Utilize change management system to keep detailed transactional records of changes, action taken, and installation activities
• Outline and implement improved process or operational policies
• Working with other team members as necessary, maintain accurate and current list of deployed hardware and software infrastructure assets in the organization
• Work collaboratively with other domains as necessary to resolve outstanding issues and upskill support and operations teams. Develop and present these training materials
• Understand the interaction of internally developed applications, the company infrastructure and our customers/customer guests

REQUIRED EDUCATION AND EXPERIENCE:

• Experience supporting Microsoft Windows Server 2008+, Active Directory, VMWare, Linux, Juniper/Cisco, Adtran & other infrastructure platforms
• Knowledge of SIP trunking for VoIP, including management of SIP based IP PBX environments
• Experience in Asterisk PBX and Radius authentication technologies is a plus
• Automation tools or scripting experience such as PowerShell, Python and Ansible
• Knowledge of networking hardware and maintenance procedures
• Basic knowledge of routing and switching protocols and standards
• Proven diagnostic and problem-solving skills
• Excellent written and verbal communication skills; ability to translate complex technology concepts into user-friendly terms
• Exceptional organizational and time management skills; able to manage multiple priorities in a fast-paced environment with independent work prioritization
• Scrupulous attention to detail. Curious and capable of continuous, self-directed learning in multiple IT disciplines