Senior IT Infrastructure Engineer

Roles and Responsibility:

• Oversee work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).

• Identify and exploit opportunities for automation and digitization of key processes and activities.

• Manage the IT End-User Services Team.

• Overseeing enterprise endpoint strategy:

• Windows 10/11 lifecycle management

• Image management and patching (SCCM/MECM/Intune)

• Device compliance and governance

• Manage mobile device ecosystem (MDM/MAM)

• Strong understanding of: LAN/WAN, VPN, DNS, DHCP, Firewalls and proxy systems.

• Ability to troubleshoot cross-domain issues (network + system + application)

• Act as the Major Incident (MI) Manager in the event of any MI’s, ensuring appropriate resolver groups are engaged and informed (if required).

• Provide support and guidance through the escalation process.

• Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required.

• Provide training and mentoring to new hires.

• Provide enhanced and expedited support to VIP and critical business users.

• Management of operational continual improvement initiatives

• Manage team escalations and support to resolve issues

• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.

• Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact

• Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.

• Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk.

• Create and update Knowledge Items and other relevant documentation

Skills and Competencies

• 8 - 10 Years of Experience in IT operations or IT Support Management or IT Infrastructure Management.

• Graduation from B.E / B.Tech is preferred

• Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management

• Strong leadership skills with the ability to motivate, coach and mentor staff

• Excellent knowledge of Office 365 and MS Operating Systems

• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange

• Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies

• Experience using ITSM tools such as ServiceNow

• Proven ability to troubleshoot and resolve both hardware and software technical issues

• An enthusiastic commitment to delivering and maintaining a positive End-User Experience.

• An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big

• Excellent customer relations skills

• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge

• Well organized and able to priorities workload

• Collaborative and community focused