IT Infrastructure Support Specialist

Key responsibilities for this role include overseeing the management and maintenance of desktops, laptops, and other end-user devices across the organization.

The successful candidate will be responsible for diagnosing and resolving a wide range of issues related to Windows and MacOS applications, as well as networking problems, to minimize downtime.

They will also troubleshoot basic network connectivity issues in LAN/WAN environments, resolve system-related problems, including software installations and antivirus updates, as needed.

The ideal candidate will 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.

Additionally, they will coordinate and implement the installation of client- and department-specific applications and systems, including the creation, management, access provision, and administration of vendor-specific software and applications.

The successful candidate will 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).

Regular system audits and upgrades will be conducted to enhance performance and mitigate risks.

The role requires dependable, accountable, and responsive individuals who are willing to be on call to support critical issues that arise at any time during weekdays or weekends.

Required skills and qualifications include proficient technical support skills with laptop hardware (Windows 10, macOS) and Android devices, experience with Freshservice and Manage Engine Desktop Central, and 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, and basic Linux knowledge are also essential for this role.

• Proficient technical support skills with laptop hardware (Windows 10, macOS) and Android devices
• Experience with Freshservice and Manage Engine Desktop Central
• 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