Infrastructure & Operations

Job Description:

The Engineer, Level 1"s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktoplevel.

This job entitles you to not only take up process-focused Service Desk responsibilities but also get into whole range of Infrastructure & Operational responsibilities (System Operations, Network Infrastructure etc.,).

Job Responsibilities

• Provides the first level of problem diagnostic assistance, resolution, recovery, and direction to staff members and clients by consulting users, to determine hardware, software, network, voice or system functional specifications.

• Monitors and resolves Services Desk requests reported by end-users within defined SLAs without any breaches

• Routes unresolved issues requiring a higher level of technical expertise to appropriate personnel (ISPs, Vendors etc.,)

• Maintains technical logs and documentation including inventory (Hardware/Software) according to area procedures.

• Monitors and maintains Services Desk application and systems.

• Provides other related services designed to facilitate positive end-user satisfaction with IS Department (i.e., training, PR phone calls, etc.).

• Assists management with a variety of special projects and assignments when required

• Assists with training services as required by internal staff and external contracted clientele.

• Assists with scheduled 24/7 on-call duties as requested.

• Should be a go-getter, understand the big picture and bring in out of box solutions in the Infrastructure & Operations space.

Minimum Knowledge and Skills:

• Versed in Microsoft/macOS operating systems and applications for administration
• Experience in installing, upgrading, supporting, and resolving issues relating to PCs or laptops, printers, scanners, phones, VoIP, besides the Intranet, LAN, and WAN, hardware, and software.
• Versed in analyzing & solving Software and Hardware issues of Information systems
• Knowledge in handling Network & Voice Infrastructure, maintenance/upgrade and troubleshooting
• Knowledgeable about networking and WAN technology
• Excellent English language oral and written communication skills
• Good accurate records keeping & maintaining the Assets.
• Logical thinker, Good analytical and problem-solving skills
• Must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL
• Flexible to work in shifts (24/7) and provide on-call support during OOF.
• Knowledge of Active Directory and VMware/virtualization

Education & Experience

• Required:

• Degree in Computer Science/Technology Degree
• 2-3 years of experience in the Information Systems industry