Senior Infrastructure Engineer

Experience: 10-12 YearsRole Summary:The Senior Engineer, IT Infrastructure role entails providing top-tier hardware and software support for Laptop, Desktop and Cloud Infrastructure. This position will play a key role in assisting the infrastructure team in establishing an exemplary technology support function within our rapidly expanding organization. We seek a highly motivated individual to join our technical team and contribute to managing IT operations effectively. Responsibilities include performing all tasks related to helpdesk Tier 1, Tier 2, and Tier 3 support, as well as serving as a point of escalation for Tier 1 and Tier 2 engineers. The incumbent will be tasked with providingsupport to users in the US and India via phone, chat, and ticketing platforms, apart from Managing IT infrastructure in a global 24/5 setup.Technical skills required:In-depth Knowledge and familiarity with Windows 10 and Windows 11 as well as Windows Server 2016-2019, Ubuntu and Linux operating systems.5+ Years' experience with Microsoft Azure - Managingand supporting Servers, VDI (Virtual Desktop Infrastructure)5+ Years managing Active Directory, Azure AD and a firm understanding of active directory services.Knowledge of PC, Video Conference Device, printer hardware configuration, deployment, and troubleshooting.Intermediate networking experience required.Cisco Meraki & Palo Alto Background a major plus.Experience with troubleshooting Laptop/desktop hardware and software issues.Microsoft Office 365 deployment, migration experience and administration.Knowledge in scripting/automation - PowerShell (Preferred), Python, Azure PowerShell.Ability to provide end-to-end delivery support for desktop environments, improve the efficiency of systemsAbility to design, implement and integrate IT hardware for its use in business environmentsAbility to efficiently resolve computer-related issues received from employees, implement a standardized system and measure the effectivenessAbility to implement procedures to ensure the integrity and safety of information and perform periodic system backups and produce standard monitoring reportsAbility to utilize tools, techniques and applications to manage an inventory of technology-related assetsAbility to analyze common risks and utilize countermeasures for the specific IT domainAbility to investigate, troubleshoot, resolve and prevent the recurrence of incidentsAbility to establish and implement the processes and contingencies to ensure that IT Services can recoverAbility to utilize a variety of technical tools to guarantee service availability and ensure IT system performanceAbility to learn and apply technical troubleshooting approaches, tools and techniques, and anticipate, recognize and resolve technical problemsAbility to manage the installation, configuration, maintenance and troubleshooting of end users' PC or workstation hardwareAbility to apply the basic concepts and complete basic tasks as the server administrator, troubleshoot server related issues and modify SOPs on server administrationAbility to identify gaps in procedures to improve service delivery, test, monitor and evaluate levels of service providedAbility to provide insight into software installationRoles & Responsibilities:Perform all the tasks pertaining to helpdesk Tier 1, Tier 2, and Tier 3 and act as a point of escalation for Tier 1 and Tier 2 engineers.Drive back-end operational excellence by keeping abreast of all the technical support requests received, along with reviewing application issues from various internal users via channels such as phone, email, and online ticketing systems for speedy resolutionEnsure timely empanelment and provisioning of computer hardware/software network support and drive comprehensive management of computer inventory and supplies.By application of domain expertise and functional guidance, accurately identify, evaluate, and prioritize incidents, requests, and queries in the most efficient and feasible queue.Foster a culture of end-to-end resolution support by performing post-resolution follow-ups for issues and requestsIncrease productivity by the continued improvement of knowledge level for driving positive operational change by deploying new techniques and tactics for troubleshooting procedures. PRB