Infrastructure Engineer (EndUser Computing | Tier 1.5 Support)
We are seeking a highly motivated and technically capable Infrastructure Engineer to join our IT Operations team. This role is responsible for providing Tier 1.5 enduser support, maintaining enduser computing infrastructure, and ensuring a reliable, secure, and responsive IT service experience for employees.
You will act as a key frontline and escalation support resource, handling inbound calls and chats, resolving issues beyond basic Tier1 troubleshooting, and working closely with Tier2/Tier3 teams to ensure timely resolution of incidents.
Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.
We are modernizing IT operations to deliver reliable, scalable, and employee centric IT services. This role will help improve service quality through effective end user support, proactive issue resolution, and strong collaboration across IT teams, while maintaining high standards of documentation and operational discipline.
Responsibilities:
Provide Tier 1.5 technical support to end users, handling issues that require deeper troubleshooting
Support a rotational shift model, providing coverage across predominately US business hours and regions as required
Handle a combination of inbound calls, chat, and remote support, delivering a high standard of customer service
Diagnose and resolve issues related to desktops, laptops, mobile devices, remote access, VPN, and enterprise applications
Support & troubleshoot Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Microsoft Teams)
Support device and endpoint management using Microsoft Intune, including device enrollment and basic policy troubleshooting
Assist with identity and access management using OKTA & Microsoft Entra ID (Azure AD), including user accounts, group membership, MFA, and accessrelated issues
Support collaboration and communication tools such as Zoom, including meeting access and audio/video troubleshooting
Install, configure, maintain, and troubleshoot desktop computers, laptops, peripherals, and mobile devices
Perform basic hardware troubleshooting, coordinate vendor warranty repairs, and assist with asset lifecycle management
Troubleshoot network connectivity issues on enduser devices (wired and wireless)
Use remote access and support tools such as BeyondTrust, or similar tools to efficiently diagnose and resolve user issues
Log, track, and update incidents and service requests in the helpdesk system to ensure SLA compliance
Identify recurring issues, perform initial root cause analysis, and recommend improvements or automation opportunities
Escalate unresolved or complex issues to Tier2 or Tier3 teams, ensuring complete documentation and smooth handover
Contribute to and maintain knowledge base articles, troubleshooting guides, and standard operating procedures
Collaborate with infrastructure, network, application, and security teams to resolve cross functional issues
Minimum Qualifications:
Any graduate or equivalent qualification
2+ years of experience as Helpdesk, Service Desk or IT Support
Experience providing Tier 1.5 end user support in an enterprise environment
Experience handling high volume inbound calls and chat support
Strong working knowledge of Windows 11 & MacOS
Hands on experience supporting Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams
Experience with Microsoft Intune for endpoint and device management
Experience supporting OKTA, Microsoft Entra ID (Azure AD) for user access, MFA, and identityrelated issues
Experience supporting collaboration tools such as Zoom
Hands on experience troubleshooting desktop hardware, laptops, and peripherals
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Hands on experience using remote access tools such as BeyondTrust
Experience working with ServiceNow or a similar ITSM tool for incident, request, and knowledge management
Practical understanding of ITIL practices (Incident, Request, Problem Management)
Experience in creating and maintaining knowledge base (KB) articles and support documentation
Strong problem solving and analytical skills
Good customer service and communication skills (verbal and written)
Ability to work independently and as part of a team
Preferred Qualifications:
Experience working in a service desk or IT operations environment supporting enterprise users
Exposure to Tier2 support processes and structured escalation models
Experience supporting remote workforce, VPN access, and mobile users
Familiarity with IT asset management and inventory systems
Exposure to automation or scripting to reduce repetitive support tasks
Strong understanding of incidents, problem, and request management processes
Ability to identify improvement opportunities and contribute to service optimization initiatives
Experience collaborating with global teams and cross functional IT departments
ITIL certification
#LI-KP1
