Infrastructure Engineer L3

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

• 8+ years in IT infrastructure
• The infrastructure team needs L3 engineers to support IDP servers and infrastructure globally. This team is required to provide support to IDP's global OS platforms (servers) and server applications, GCP, Active Directory, Entra ID and the broader Office 365 platform including Azure. 
• L3 senior engineers are needed to assist with Network admin and Cloud Operations (AWS), and Cyber teams and provide technical assistance for Cyber incidents and remediation. Scope / Objective Scope of this team is to provide Server and Infrastructure platform support to all the servers running in IDP Technology landscape including Physical and AWS servers.
• The team will be responsible for supporting issues related to OS, but will also be required to assist with Network, Patching, general maintenance, Backup, Installing and managing tools and providing weekly / Monthly reports.
• Provide level 3 technical support across the broader IDP infrastructure environment including support BAU operations and resolving outages.
  This will include server OS, Server Applications, OS and application patching, Active Directory, Azure, Entra ID, User Authentication (e.g. Entra ID SSO, Enterprise Application, Kerberos, LDAP), SSL certificates, SFTP server management, License management.
• Infrastructure Project support as required (own, execute and deliver)

Key accountabilities

• Maintaining the SLA’s, Produce Daily, Weekly, Monthly and Ad-Hoc reports, Maintaining high Security compliance, High availability of the server environment.
• AD Availability and Backup
• Assist with patching and resolution with vendors when there are issues.
• Manage the Infrastructure Tickets in SNOW queues and ticket resolution within SLA’s
• Document current systems in WIKI (Confluence)
• Perform Infrastructure upgrades and maintenance.
• Work with other IDP teams and initiatives. 

Required experience

• SLA, MTTR, Availability, Backup success rate
• Reporting cadence
• Patching success rate
• Number of tickets closed within SLA’s