Work In Tech

Role: Infrastructure Analyst – Apple Technology

Location: Colombo, Sri Lanka

What We do:

Kognitiv empowers global brands to redefine loyalty through advanced data activation and multi-enterprise collaboration.

Founded in 2008, Kognitiv is challenging brands to redefine how they engage with their customers and deliver meaningful experiences that earn their lifetime loyalty.

In June 2020, Kognitiv and Aimia’s Loyalty Solutions came together to create a data and technology-led business, employing people across 20 countries worldwide. With 200+ clients and partners in more than 50 markets globally, Kognitiv is removing the complexity of cultivating loyalty, data, and partnerships, so brands can deliver enhanced value, personalization, and experiences to today’s consumers, right where they are.

About the opportunity:

Infrastructure Analyst role implements, operates, and supports the various backend cloud services for our End User Computing services, ensuring proper monitoring and maintenance, promptly providing technical support for escalated issues, documenting, and training of Level 1 and 2 support resources while adhering to ITIL/ITSM best practices.

Areas of key responsibilities:

Infrastructure Management (35%)

• Part the team that oversees the day-to-day management and maintenance of the company's end-user services IT infrastructure, including Cloud Services such as Microsoft 365 services, Entra Id, Intune, JAMF, Zero Trust Networking, and Security Protection Applications
• Specialize in your specific core technologies, while proving general technical support of peers’ systems
• Develop and ensure IT infrastructure services are delivered according to service level agreements (SLAs)
• Monitor and perform daily operations on backend systems for performance, capacity, and uptime.
• Creation and maintenance of various scripts to improve automation or reducing manual repeated work efforts.
• Specialize in packaging, testing and deployment of third-party software and drivers, as well as security policies via JAMF, and related technology to primarily Apple based assets as well as some Linux.
• Setup and support Mobile Access Policies for BYOD devices (Android and iOS)
• Support and maintain all Apple specific requirements including Apple IDs, Certificates
• Provide secondary coverage for Windows via Intune when primary specialist is unavailable.
• Provide reports, and manage assets of end user MacOS Hardware and Software
  
  

Incident Management (30%)

• Respond to and resolve service requests and escalated incidents within agreed-upon SLAs.
• Engage and Escalate complex issues unable to resolve in house to vendors for resolution as required.
• Document incident details, troubleshooting steps, and solutions.
• Acts as an escalation point for Service Desk team, provides timely updates to prior level support resources or end-users on the status of their service requests as appropriate.
• Participate in After Hours On-Call rotation for Service related escalated incidents.
  
  

User Support and Training (10%)

• Provide training and guidance to Service Desk team as well as Infrastructure Analyst Peers for cross-training in support of After Hours incidents or On Leave coverage
• Provide overarching support irrespective of area of focus but specialize in certain aspects of technology in a 60/40% estimated split.
  
  

ITIL/ITSM Framework Adherence (5%)

• Work in accordance with ITIL/ITSM principles to ensure efficient service delivery.
• Contribute to the continuous improvement of Service processes.
• Follow established procedures for incident resolution and service request management.
  
  

Hardware and Software Support (10%)

• Demonstrate general proficiency in Microsoft technologies for end-user compute, including Entra ID (Azure AD,) Outlook/Exchange, OneDrive, SharePoint, Teams, Office suite.
• Provide coverage on escalated issues when primary technology specialist resources unavailable.
• Troubleshoot and resolve issues related to JAMF policies, Mac Software packaging and deployment.
• Manage Client Access and MDM management policies in a BYOD environment.
• Provide in depth remote Mac hardware and software support on escalated end-users issues.
• Assist in Onboarding/Offboarding processes relating to Mac asset and license management.
  
  

Documentation, Knowledge Base Creation and Reporting (10%)

• Work in accordance with ITIL/ITSM principles to ensure efficient service delivery.
• Contribute to the continuous improvement ITSM processes.
• Follow established procedures for incident resolution and service request management.
• Maintain accurate and up-to-date documentation of common issues and resolutions.
• Create and update the knowledge base with solutions to common problems for reference by the team, Level 1 and 2 support teams, and end-users.
  
  

Background and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent experience.
• Experience with creating and executing scripts (Powershell specific experience an asset).
• Ability to integrate disparate systems and data for consolidated view.
• Several years’ experience administering, and supporting MacOS devices
• Strong understanding in developing software packaging and deployment principles for drivers, firmware updates, and Third-party software, preferably with JAMF and related technology.
• Familiarity with delivering reports and maintaining asset database of Hardware, Software and Licensing.
• General knowledge using and supporting the Microsoft 365 suite of products.
• Understanding of IT service management principles. ITIL Foundation certification is beneficial
• General knowledge using and supporting the Microsoft 365 suite of products.
• Understanding of IT service management principles. ITIL Foundation certification is beneficial.
  
  

Skills and abilities:

• Excellent problem-solving and critical-thinking skills.
• Effective communication and interpersonal abilities.
• Ability to learn new or unfamiliar technology.
• Ability to manage and prioritize multiple tasks in a dynamic environment.
• Proficient in using IT service management tools and ticketing systems. ServiceNow experience preferred.
• Ability to work both independently and as part of a team in a fast-paced global environment.
• Ability to participate in After Hours including weekend On Call rotation for escalated Incidents.
• Ability to participate in After Hours maintenance as necessary.
  
  

We are a passionate and innovative organization looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role: get in touch!

Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided based on qualifications, merit, fit and business need.