Infrastructure Engineer

IT Infrastructure Engineer

Position Overview

The IT Infrastructure Engineer serves as the primary point of contact for employees seeking technical assistance and is responsible for delivering first-level IT support across the organization. This role manages incidents, service requests, and troubleshooting activities while partnering closely with senior engineering staff to ensure timely issue resolution and a high level of customer service.

This position offers significant exposure to modern cloud infrastructure, cybersecurity, automation, and AI-driven technologies. The ideal candidate is eager to grow their technical expertise while contributing to infrastructure modernization initiatives and supporting a rapidly evolving technology environment.

Key Responsibilities

• Serve as the first point of contact for employee technical support requests via phone, email, and ticketing systems.
• Provide exceptional customer service and ensure timely resolution of technical issues.
• Escalate complex issues to senior engineers and appropriate support teams when necessary.
• Partner with infrastructure and engineering teams on cloud migration and modernization initiatives.
• Assist with the implementation, administration, and support of AI-enabled technologies and business tools.
• Support cloud infrastructure, identity management, and security-related technologies as responsibilities expand.
• Create, modify, and maintain user accounts and access permissions.
• Deploy, configure, and support desktop and laptop workstations, mobile devices, and telephony solutions.
• Troubleshoot hardware, software, operating system, and connectivity issues using established diagnostic methods.
• Document incidents, resolutions, and support activities accurately within ticketing systems.
• Provide guidance and training to end users regarding IT systems, applications, and services.
• Recommend process improvements that enhance operational efficiency and user experience.
• Maintain IT equipment inventories and ensure devices remain operational and up to date.
• Support conference rooms, meetings, and audio-visual technologies to ensure successful collaboration events.
• Act as a liaison between end users and senior technical staff to facilitate effective problem resolution.

Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field preferred.
• Equivalent professional certifications and relevant experience will be considered.

Experience

• 3-5 years of experience in IT support, infrastructure, service desk, or systems administration environments.
• Experience supporting enterprise users in a Microsoft-centric environment.

Required Skills & Technical Knowledge

• Strong knowledge of Microsoft 365 administration and support.
• Experience with Active Directory user and group management.
• Understanding of core networking concepts including DNS, DHCP, TCP/IP, and VPN connectivity.
• Hands-on experience diagnosing and resolving desktop, laptop, mobile device, and application issues.
• Knowledge of Windows operating systems and endpoint support best practices.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively with technical and non-technical stakeholders.

Preferred Qualifications

• Experience supporting Microsoft Azure environments.
• Familiarity with Microsoft Teams telephony and conferencing solutions.
• Exposure to cloud platforms, cybersecurity tools, automation technologies, or infrastructure projects.
• Knowledge of generative AI and emerging AI-enabled business technologies.
• Experience supporting audio-visual and conference room technologies. xhqgsiq
• Demonstrated interest in expanding skills across cloud infrastructure, security, automation, and emerging technologies.