IT Infrastructure & Operations Specialist

Summary

The position is a blend of 3 main responsibilities:

• Maintain the existing IT infrastructure (servers and networks) used by all Divisions in Ghirardelli
• Work on projects to develop and improve the IT infrastructure
• Work with the rest of the IT team to provide user support on a daily basis for non-application specific issues

Collaboration and team work with the rest of the IT team and with the rest of the business functions will be a key element of the position.

Scope of Responsibilities

1. Administration and Maintenance of Existing IT Infrastructure
   • Server maintenance, administration and installation (mostly Windows 2008 servers)
   • Manage and expand the existing virtual platform based on VMWare
   • Basic administration and maintenance of Microsoft SQL Servers (mostly 2008 version, one main cluster and few stand alone db)
   • Complete the implementation of the disaster recovery platform (Double Take), execute and document formal tests, document the fail-over / fall-back procedures and manage the platform after the implementation
   • Complete the development of the core network increasing its resilience in case of accidents or failures
   • Manage and monitor the existing SAN (HP)
   • Network administration and basic configuration of the equipment in use (mostly Cisco and Meraki)
   • Monitor and support the secure network (Megapath) used by the Retail Division, including the deployment of the network in new stores.
   • Shared Responsibilities with other members of IT
     • Monitor the conditions of the server room (e.g. temperature and humidity) and take actions when needed
     • Ensure the server room is kept in clean and tidy conditions
     • Execute and monitor the daily, weekly and monthly backup procedures
     • Ensure the internal control procedures are implemented
   • Create documentation for all areas of responsibilities, share the documentation with relevant colleagues and keep the documentation updated
      

2. Development and Improvement of the IT Infrastructure
   • Propose initiatives and projects to develop all the areas described in point 1.
   • Justify the need and the benefits of a proposed development
   • Execute the initiatives / projects and coordinate suppliers and consultant when needed
   • Ensure the changes in IT infrastructure are always properly documented
      

3. IT Support
   • Work with the rest of the IT team to:
     • provide user support on all issues which are not related to a specific business application (e.g. issues linked to the operating system, or to connectivity or to authentication or to MS Office, etc)
     • install and configure user’s work stations (e.g. preparation of new machines, reinstall of OS / applications, setup of defaults shortcuts to shared resources)
   • Document the resolution of the issues contributing to the creation of a troubleshooting knowledge base
   • Provide feedback to other IT colleagues for system improvements and user support process improvements

Specific Knowledge & Skills

Technical Skills Required:

• Knowledge of the following technologies:
  • MS Operating Systems (MS Server 2003 and 2008, MS Windows XP and 7)
  • MS SQL Server (2005 and 2008)
  • MS Active Directory
  • VMWare (version 4.x and 5)
  • MS Applications (MS Office, Exchange client)
  • Vision Double Take
• Networks design and basic Cisco/Meraki equipment configuration
• Experience with SAN management
• Knowledge and experience with VPN solutions
• Hardware trouble shooting and component installation (server and PC)

Other Skills Required

• Self-organization (i.e. ability to work on multiple tasks at the same time)
• Ability to work under pressure and with tight timelines
• Ability to work on daily troubleshooting as well as on complex projects understanding the importance of timelines and deadlines
• Ability and interest to learn new IT skills and new technologies
• Teamwork (within IT and outside the IT team)
• Ability to be customer-focused

• Communication skills (to be used internally and with external vendors)

Education & Work Experience

• BA or B.S in Computer Science, Computer Information Systems or related field
• 2 to 4 years of related technical experience