Infrastructure Support Specialist

2 days ago

New Delhi, India Bechtel Corporation Full time

Position Summary

The Infrastructure Support specialist will work with a geographically distributed group of support staff who provide support services and technical capabilities for a complex, large-scale, hybrid cloud and on-prem infrastructure. This position will serve as the point of contact between Infrastructure Support and other IT functions and business stakeholders. Specialist provide technical guidance for support tickets, white glove services to executives, complex issue resolution, and technical implementations. The Specialist will have the technical experience and capabilities to personally provide a wide range of support for end users, support and management of cloud-based services, and management of physical hardware assets, as needed.

Essential job duties

Reviews, monitors, and augments IT reports, dashboards, and metrics related to infrastructure, service delivery, and customer satisfaction; and recommends process improvement / workflow automation solutions. Develops IT support guides and training material and shares knowledge, ensuring the IT team knows how to configure and support any deployed solutions. Coordinates and leads special projects and tasks with cross-functional teams on an as-needed basis. Responsible for reporting on metrics. Identifies support staff skills gaps and training needs and provides coaching & feedback to cover technical challenges as needed. Follows the established technology standards, policies, support processes, and security requirements. Conducts project reviews on schedule, prepares and issues progress reports, and raises and/or escalates any identified issues to the appropriate level for action. Performs technical support actions, including, not limited to: Endpoint configuration (PCs as well as mobile devices), deployment, and upgrade Deploy and support standard collaboration technologies such as Microsoft Teams and OneDrive. Troubleshoot Teams and Poly video conferencing endpoints and smart displays like Surface Hubs. Perform device management, endpoint analytics, and end-user support through tools like AAD, Intune, SCCM and ServiceNow. Resolve incidents and request tasks for deployed infrastructure services to end-users, including resolving complex problems. Troubleshoot user access and authentication issues associated with Active Directory (AD), Azure AD (AAD) and multi-factor authentication tools. Deployment of network hardware like switches, routers, and access points and associated patching, as well as support for local area networks and wireless networks Supports computer endpoint peripherals, including printers, multifunction devices, port replicators, docking stations, etc. (including Follow Me Print solutions). End-user hardware asset and configuration life cycle management through tools like ServiceNow Travels to offices / job sites for short-term project support as needed

Basic Qualifications

Bachelor's degree in computer science plus a minimum of 3-5 years of relevant work experience, or, 7 - 10 years of relevant work experience in lieu of a degree A combination of experience and technical certifications may also meet this requirement. Microsoft Azure Fundamentals ITIL 4 Foundation certification

Position Knowledge (Technical)

IT Infrastructure Management (Intermediate/Advanced) Providing solutions, troubleshooting complex issues Advanced expertise in ServiceNow Fully proficient in managing hardware assets Vendor Management Technical Knowledge End-user computing (Intermediate/Advanced) Windows 10 Virtual Desktop Azure Active Directory Microsoft Intune Modern Collaborative Technologies & Cloud Computing Tools (Intermediate and Advanced) Teams Enterprise Voice and Video Teams, SharePoint, and OneDrive Network Topology & Security (Intermediate) Switch port configuration and support for LAN infrastructure Troubleshooting skills in wireless technology using tools like Aruba Airwave Knowledge of network monitoring and troubleshooting tools such as Wireshark

Desirable

Microsoft 365 Certified: Enterprise Administrator Expert Desirable Project Management Professional (PMP) certification is desirable Cisco CCNA desirable.

Preferred Job Knowledge/Qualifications

Excellent interpersonal and management skills Excellent written and verbal communication skills Advanced knowledge of IT infrastructure management and IS&T security practices

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