Infrastructure Support
Providing operational support, maintenance, and troubleshooting for IT infrastructure components (hardware, software, networks) to ensure availability and performance.
Proficiency Level
Level 1 (Follow)
- Follows Standard Operating Procedures (SOPs) precisely to perform routine checks (e.g., backup logs, system health).
- Responds to basic, well-defined alerts from monitoring systems according to instructions.
- Escalates unresolved issues promptly to the correct team using defined procedures.
Level 2 (Assist)
- Assists senior staff in troubleshooting common infrastructure incidents by gathering diagnostic information and performing directed actions.
- Performs basic, supervised maintenance tasks such as applying standard patches or replacing faulty components (e.g., hard drives).
- Accurately documents support activities and incident details in ticketing systems.
Level 3 (Apply)
- Provides independent technical support for specific infrastructure components (e.g., servers, operating systems, network devices).
- Diagnoses and resolves common incidents and problems using standard troubleshooting techniques and tools.
- Performs routine system administration tasks (e.g., user account management, permissions configuration, performance monitoring).
Level 4 (Ensure)
- Manages the operational support function for a critical infrastructure area or technology stack.
- Leads the resolution of complex or major incidents, performing root cause analysis to prevent recurrence.
- Plans and executes preventative maintenance schedules and system upgrades to ensure stability and performance.
- Mentors junior support staff.
Level 5 (Strategise)
- Develops the overall strategy and operating model for infrastructure support within the organisation.
- Defines support processes, Service Level Agreements (SLAs), and key performance indicators (KPIs) for infrastructure operations.
- Oversees major incident management processes and plans for infrastructure resilience and continuous improvement based on operational data.