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