Infrastructure Support Analyst

**Background**:
RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and the Governance, Risk, and Compliance (GRC) through Workforce Management movement. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to safer outcomes

**The Role**:
The role reports to the Technical Infrastructure Manager APAC. The Infrastrustructure Support Anlayst provides IT Support for internal and client related software and hardware issues. In addition the primary objectives of this role include:

- Responding to system related events, incidents and problems identified or raised including servers, laptops, voice systems
- Provide timely support to client IT departments for infrastructure and deployment issues
- Liaise with implementation and development teams to deploy system software releases and packages as required
- Provide remote infrastructure and deployment IT support to client base including software deliveries and server migrations
- Manage endpoint software including the security and Anti-virus tools ensuring systems are patched and monitored for any security vulnerabilities and any remediation work applied
- Administer the RLDatix IT security policy and procedures to ensure preventive and recovery strategies are in place, and minimise the risk of internal and external security threats

**Responsibilities and Duties**:

- Liaise with internal Technical Infrastructure Manager and Rackspace to ensure RMI hosted client sites are effectively managed and maintained and service tickets are actioned
- Responding to system related events, incidents and problems identified or raised including servers, laptops, voice systems
- Build new RiskMan environments upon request including Development and Script Testing sites
- Manage endpoint software including the security and Anti-virus tools ensuring systems are patched and monitored for any security vulnerabilities and any remediation work applied
- Assist ongoing development, testing and maintenance of the company’s strategy for Disaster Recovery and Business Continuity plans.
- Conduct security related audits with the internal IT Operations Team and external 3rd parties as required
- Work closely with the Enterprise Risk and Compliance lead in APAC, and the IT Operations and Global IT teams to assist and maintain the organisations security policies
- Review, audit and manage system security logs and events
- Configure site to site VPN tunnels for both internal and external users for access to on-site services using best practice security standards

**Client infrastructure and support**
- Monitor hosted client infrastructure
- Provide timely support to client IT departments for infrastructure and deployment issues
- Liaise with implementation and development teams to deploy system software releases and packages as required

**Team Work and Values**
- Act in the company’s best interest at all times keeping our reputation in high regard
- Perform the best and support others in doing so creating a culture of success
- Act with honesty and integrity at all times
- Value every voice, respect differences and maintain a safe and healthy working environment
- Identify conflicts of interest and manage them responsibly
- Respect and maintain confidentiality and privacy
- Not make or receive inappropriate payments, benefits or gains
- Comply with company code of conduct and business ethics, the law and all company policies and procedures
- Report any breaches immediately.

**Assist in the provision of a safe and healthy work environment**
- Maintain a safe and clean working environment at
- All times to eliminate potential hazards; Report any hazards to respective manager or senior manager
- Read posted memos about safety concerns in the workplace
- Operate safety equipment and ensure the team uses safe work habits while performing job function
- Adhere to all workplace health and safety (WHS) policies and procedures.

**Skills, Qualities and Experience**
- Patience and commitment to achieving predetermined goals as set by internal and external stakeholders
- Strong attention to detail and a proactive approach
- Understanding of Microsoft Office 365, Azure and VMWare
- Demonstrated initiative, strong analytical and problem solving skills
- Excellent verbal, written communication and interpersonal skills
- Ability to effectively communi