IT Infrastructure Specialist

Job Summary

We are seeking a highly skilled IT Infrastructure Specialist to join our team. This role will be responsible for overseeing the management and maintenance of desktops, laptops, and other end-user devices throughout the organization.

Main Responsibilities:

• Identify and resolve a wide range of issues related to Windows and MacOS applications, as well as networking problems, to minimize downtime.
• Troubleshoot basic network connectivity issues in LAN/WAN environments.
• Resolve system-related problems, including software installations and antivirus updates, as needed.
• Generate reports and dashboards to monitor compliance status, software inventory, hardware inventory, and other key performance indicators using tools like Manage Engine Desktop Central, Jamf Business, and Freshservice reporting tools.
• Coordinate and implement the installation of client- and department-specific applications and systems. This includes the creation, management, access provision, and administration of vendor-specific software and applications.
• Proactively escalate tickets to the appropriate senior team members or specialists.
• Actively monitor the onboarding pipeline and ticket queues, ensuring that all requests are handled according to Service Level Agreements (SLAs).
• Conduct regular system audits and upgrades to enhance performance and mitigate risks.
• Research and identify solutions to both software and hardware issues.
• Prioritize and manage multiple open issues simultaneously.
• Be dependable, accountable, and responsive to customer and business needs; willing to be on call to support critical issues that arise at any time during weekdays or weekends.
• Provide troubleshooting and technical support for cloud applications and productivity tools.
• Deliver on-site support for office technology, including wireless networks, audio/video conferencing, and call center suites.

Required Skills and Qualifications:

• Proficient technical support skills with laptop hardware (Windows 10, macOS) and Android devices.
• Experience with Freshservice and Manage Engine Desktop Central.
• Experience with Mobile Device Management tools such as Manage Engine Desktop Central and Jamf Pro, as well as endpoint security tools like Netskope WebGateway, Bitdefender, and Indefend.
• Capable of supporting VOIP call center suites, teleconferencing systems, and communication tools such as Google Meet, Zoom, and Slack.
• Ability to troubleshoot and support infrastructure components, including wireless networks, multi-function printers, AV equipment, and networking (TCP/IP, DNS, etc.).
• Proficient in system maintenance, including updates and patch management.
• Strong troubleshooting skills to effectively diagnose and resolve hardware and software issues.
• Ability to implement and manage security protocols to protect organizational data against unauthorized access and threats.
• Knowledge of hardware maintenance to ensure the continuous functionality of all IT equipment.
• Expertise in server management to ensure reliability, security, and performance of server resources.
• Strong technical troubleshooting and problem-solving capabilities.
• Organized and able to adapt to changing priorities.
• Team-oriented collaborator willing to share knowledge and experience.
• Solid communicator with the ability to provide professional documentation.
• Basic Linux knowledge.

About Us:

We offer a collaborative work environment where you can contribute your skills and experience to drive business success. If you are passionate about delivering high-quality IT services, we encourage you to apply for this exciting opportunity.