IT Infrastructure Engineer

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.

Key Performance Indicators

• 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.
• ServiceNow Ticket SLA Adherence: Manage, resolve, or escalate 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.

Principal Duties and Responsibilities

• 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 ServiceNow.
• 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 escalate 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 ServiceNow.
• 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%.

Required Experience

• 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, applying logical troubleshooting steps (physical connectivity, DHCP, DNS, IP verification).
• Ticketing & Collaboration Tools: Prior experience working with ticketing systems such as ServiceNow (strongly preferred) and project management platforms like Jira (preferred).
• Industry Certifications: Relevant industry certifications are also preferred.

Required Leadership Traits and Characteristics

• Problem-solving: Ability to analyze complex problems and develop innovative solutions that meet the organization's needs.
• Decision-making: Ability to make informed decisions quickly and effectively.
• Team mentoring: Ability to motivate team members.
• Communication: Ability to communicate effectively with both technical and non-technical stakeholders across the organization.
• Flexibility: Ability to adapt to changing circumstances and priorities.
• Emotional intelligence: Ability to understand and manage emotions, both in oneself and in others, and to build positive relationships with team members and stakeholders.
• Integrity: Ability to act with honesty, transparency, and ethics, and to build trust with team members and stakeholders.
• Innovation: Ability to identify new technologies and trends and to implement them in a way that improves the efficiency and effectiveness of the organization's IT infrastructure.

Formal Education, Qualifications or Training

• 3-5 years' experience in relevant technology functions.
• Education: A Bachelor's degree in Computer Science, Information Technology, or a related field preferred. Relevant certifications and/or additional experience may be substituted.

Benefits

• Benefits start day 1 for full-time colleagues.
• Professional and personal growth opportunities.
• Training and development programs available.
• Tuition reimbursement benefits (for FT colleagues).
• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more.
• 401(k) retirement plan with company-matching contributions.
• Vacation days and sick days.
• Company-paid holidays and floating holidays.
• A company mindset that prioritizes health, safety, and flexibility.