IT Infrastructure Support Engineer

Job Summary

We are seeking an experienced EUC / IT Infrastructure Support Engineer with 4-6 years of hands-on experience in end-user support, application management, desktop administration, and IT service operations. The ideal candidate should have strong expertise in ITIL processes, incident management, SCCM, endpoint security, device lifecycle management, and vendor coordination. The role involves providing Level 1 and Level 2 support while ensuring adherence to service levels, security standards, and operational excellence.

Responsibilities

Application Support

• Provide operational support and maintenance for local business applications.
• Coordinate with central application support teams for issue resolution and service improvements.
• Support application deployment, upgrades, and troubleshooting activities.
• Deploy software using SCCM and manual installation methods.
• Coordinate with application vendors for issue resolution under existing support contracts.

End User Support

• Provide Level 1/Level 2 support for desktops, laptops, mobile devices (iPhone/iPad), and peripheral devices.
• Perform desktop/laptop installation, configuration, imaging, migration, and replacement activities.
• Handle deskside support requests, workstation relocations, and user onboarding/offboarding.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Provide support for printers, scanners, audio-visual equipment, and conferencing devices.
• Manage endpoint security including antivirus, client security compliance, and basic troubleshooting.
• Support Google Workspace and other collaboration tools by raising tickets, coordinating with central teams, and ensuring timely resolution.
• Provide first-level support for non-standard IT devices such as UPS, DVR, biometric/time attendance systems, and coordinate with respective vendors.

Device Asset Management

• Manage the lifecycle of IT assets including desktops, laptops, mobile devices, and accessories.
• Maintain accurate inventory records and asset tracking.
• Coordinate procurement of IT hardware, software licenses, and consumables through approved vendors.
• Ensure compliance with asset management and hardware refresh policies.

IT Service Management

• Manage incidents, service requests, and escalations in accordance with ITIL best practices.
• Coordinate with third-party vendors for timely issue resolution.
• Support infrastructure change management activities.
• Monitor service performance and ensure adherence to defined SLAs.
• Track and manage ticket queues to ensure timely closure.

Reporting Governance

• Prepare daily and monthly reports for incidents, service requests, and change requests.
• Monitor ticket trends, SLA compliance, and operational KPIs.
• Conduct monthly operational review meetings covering ticket analysis, service requests, and change management across multiple locations.
• Identify recurring issues and recommend process improvements to enhance service quality.

Required Technical Skills

• Windows 10/11 Administration
• SCCM (Microsoft Endpoint Configuration Manager)
• Microsoft Active Directory
• Office 365 / Google Workspace Administration
• Application Packaging
• Software Deployment
• Desktop Imaging and Deployment
• Antivirus
• Endpoint Security
• IT Asset Inventory Management
• Printer Peripheral Device Support
• Mobile Device Support (iPhone/iPad/Android)
• Hardware Troubleshooting
• Basic Networking (TCP/IP, DNS, DHCP)
• ITSM Tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
• ITIL Framework

Required Skills

• Strong troubleshooting and analytical skills
• Excellent communication and stakeholder management
• Vendor management and coordination
• Incident and problem management
• Customer-focused approach
• Ability to work under SLA-driven environments
• Documentation and reporting skills
• Team collaboration and coordination
• Time management and prioritization skills

Preferred Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification (preferred).
• Microsoft Certified certifications (preferred).
• Experience working in a global enterprise support environment is an added advantage.

Preferred Experience

• 4-6 years of experience in EUC/Desktop Support or IT Infrastructure Support.
• Hands-on experience with SCCM, endpoint management, and enterprise desktop administration.
• Experience in IT asset management, vendor coordination, and IT service management.
• Knowledge of ITIL processes including Incident, Change, and Service Level Management.
• Experience in preparing operational reports, SLA dashboards, and conducting service review meetings.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.