Senior IT Infrastructure Engineer

About the role

Roles and Responsibility: Oversee work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests). Identify and exploit opportunities for automation and digitization of key processes and activities. Manage the IT End-User Services Team. Overseeing enterprise endpoint strategy: Windows 10/11 lifecycle management Image management and patching (SCCM/MECM/Intune) Device compliance and governance Manage mobile device ecosystem (MDM/MAM) Strong understanding of: LAN/WAN, VPN, DNS, DHCP, Firewalls and proxy systems. Ability to troubleshoot cross-domain issues (network + system + application) Act as the Major Incident (MI) Manager in the event of any MI's, ensuring appropriate resolver groups are engaged and informed (if required). Provide support and guidance through the escalation process. Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required. Provide training and mentoring to new hires. Provide enhanced and expedited support to VIP and critical business users. Management of operational continual improvement initiatives Manage team escalations and support to resolve issues Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team. Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service. Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk. Create and update Knowledge Items and other relevant documentation Skills and Competencies 8 - 10 Years of Experience in IT operations or IT Support Management or IT Infrastructure Management. Graduation from B.E / B.Tech is preferred Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management Strong leadership skills with the ability to motivate, coach and mentor staff Excellent knowledge of Office 365 and MS Operating Systems Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies Experience using ITSM tools such as ServiceNow Proven ability to troubleshoot and resolve both hardware and software technical issues An enthusiastic commitment to delivering and maintaining a positive End-User Experience. An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big Excellent customer relations skills Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge Well organized and able to priorities workload Collaborative and community focused

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Company Intel

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