JOB DESCRIPTION
INFRASTRUCTURE ENGINEER
Reports to: Transition IT Manager
Direct reports: Nil
Purpose
IHC is a large not for profit business that employs over 6,000 staff and operates from
approximately 1,000 locations throughout New Zealand.
IHC are in the process of transformation, including major changes to technology, business
systems, moving IT to operate as an enterprise environment and aligning to ITIL
frameworks. This encompasses assisting in the upgrade and management of approximately
100 servers across four environments, being Production, Test, Development and Disaster
Recovery. IHC WAN is diverse with a mix of over 1000 regional offices, branches and
individual locations using cabled and/or wireless solutions ranging from high spec dedicated
lines to ADSL connections. IHC infrastructure is predominantly virtualised and Microsoft
based.
Engaging with business units to gain and maintain an understanding of their challenges and
business processes, thereby making IT services, delivery and technology user friendly, is a
crucial part of all IT roles.
The Infrastructure Engineer will be a key player in assisting with the assessment, design,
implementation and support of IHC’s infrastructure and business systems. Technical ability,
customer service, and a “can do” attitude are important attributes for this role.’
This role is largely within business hours however there may be a requirement for some
coverage after hours and Wellington regional holidays.
Key Responsibilities
BAU (Business as Usual):
1. Assists with the availability of the enterprise environments and core infrastructure
applications, including the virtualisation, clustering and san storage technologies of the
production, test, development and disaster recovery environments.
2. Assists with the performance, capacity and health of the systems and devices.
3. Carries out maintenance and support activities designed to minimise the downtime and
impact of infrastructure failures, in accordance with IHC policy and standards.
4. Escalation to and attending meetings with 3rd party vendors and suppliers.
5. Carry out appropriate actions and escalations to investigate and resolve incidents and
problems following IHC policies and ITIL processes.
6. Assisting with the application of appropriate security controls and contributing to the
assessment of risks and mitigation of those risks.
7. Management of backup and archive regimes of images, applications and data.
8. Understanding and following ITIL practises, including but not limited to, change, release,
incident, ITSCM and problem management.
9. Assists with providing information for proposals and business cases for operational and
system enhancements and improvements.
10. Carry out tasks and checks to maintain the integrity of the backup process for hardware
configurations, software components, images, applications and data.
11. Uses IHC predetermined tools and methods to support the infrastructure hardware,
software and storage technologies.
12. Contribute to and draft documentation relating to infrastructure build, operations,
configurations, diagrams, replication, and disaster recovery procedures.
13. Applying ITIL practises in accordance with IHC policy, including but not limited to,
change, release, incident, ITSCM and problem management.
Project:
14. Assist with reviewing and scoping of change requests and technical specifications.
15. Carry out adequate testing of systems, hardware and software prior to implementation.
This includes developing simple test scripts, implementation and contingency plans.
16. Draft requirements and specifications for changes that match desired outcomes and
business requirements.
17. Assist with the configuration, build and implementation of new or changed business
systems or services following IHC policies and ITIL processes.
18. Assist in the research and evaluation of emerging products and technologies.
19. Contribute to the IT business/work plans and roadmaps.
20. Assist with the assessment, build, implementation and communication of defined IT
projects.
21. Any other tasks as required by the IT Manager or equivalent.
Relationships
The Infrastructure Engineer will have strong working relationships with any IHC staff,
business system teams, other IT team members, project teams, external vendors and
suppliers.
Person Specification
The Infrastructure Engineer role requires a variety of technical and business skills.
Technical Skills:

Tertiary or University qualification within the Information Technology and Systems
field.

Relevant qualifications and experience in Microsoft support, virtualisation
technologies, storage technologies, security and networking principles.

An ITIL and/or project management qualification would be an advantage.

At least 3 years’ experience working as a Level 3 support or project engineer in a
medium to large corporate environment.

Solid understanding of infrastructure industry standards and principles, authentication
methods and IT operational practises and policies.
Business Competencies:

Adaptable: flexible and resilient in an environment of continuous improvements and
change.

Approachability: have a “can do” attitude, an ability to put people at ease, to be a good
listener, and to build rapport well.

Best practise standards: knowledge and application of best practise standards.

Business acumen: to understand the “big picture” and balance benefits, costs and risks.

Customer focus: to meet or exceed the expectations and requirements of internal and
external customers; and gain their trust and respect.

Communication: able to provide timely and accurate communications verbally, or in
instruction, or documentation in plain English.

Proactive engagement: to foresee and undertake activities that reduce reactive remedial
work and foster a collaborative environment.

Problem solving: using rigorous logic and methods to solve difficult problems; looks
beyond the obvious.

Training and self development: to commit to up skilling and actively working on
continuously improving both personally and professionally.

Values and philosophy: an unequivocal commitment to respecting the rights of people
with an intellectual disability.