Infrastructure Engineer (EndUser Computing | Tier 1.5 Support)

Infrastructure Engineer (EndUser Computing | Tier 1.5 Support)

We are seeking a highly motivated and technically capable Infrastructure Engineer to join our IT Operations team. This role is responsible for providing Tier 1.5 enduser support, maintaining enduser computing infrastructure, and ensuring a reliable, secure, and responsive IT service experience for employees.

You will act as a key frontline and escalation support resource, handling inbound calls and chats, resolving issues beyond basic Tier1 troubleshooting, and working closely with Tier2/Tier3 teams to ensure timely resolution of incidents.

Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.

We are modernizing IT operations to deliver reliable, scalable, and employee centric IT services. This role will help improve service quality through effective end user support, proactive issue resolution, and strong collaboration across IT teams, while maintaining high standards of documentation and operational discipline.

Responsibilities:

Provide Tier 1.5 technical support to end users, handling issues that require deeper troubleshooting

Support a rotational shift model, providing coverage across predominately US business hours and regions as required

Handle a combination of inbound calls, chat, and remote support, delivering a high standard of customer service

Diagnose and resolve issues related to desktops, laptops, mobile devices, remote access, VPN, and enterprise applications

Support & troubleshoot Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Microsoft Teams)

Support device and endpoint management using Microsoft Intune, including device enrollment and basic policy troubleshooting

Assist with identity and access management using OKTA & Microsoft Entra ID (Azure AD), including user accounts, group membership, MFA, and accessrelated issues

Support collaboration and communication tools such as Zoom, including meeting access and audio/video troubleshooting

Install, configure, maintain, and troubleshoot desktop computers, laptops, peripherals, and mobile devices

Perform basic hardware troubleshooting, coordinate vendor warranty repairs, and assist with asset lifecycle management

Troubleshoot network connectivity issues on enduser devices (wired and wireless)

Use remote access and support tools such as BeyondTrust, or similar tools to efficiently diagnose and resolve user issues

Log, track, and update incidents and service requests in the helpdesk system to ensure SLA compliance

Identify recurring issues, perform initial root cause analysis, and recommend improvements or automation opportunities

Escalate unresolved or complex issues to Tier2 or Tier3 teams, ensuring complete documentation and smooth handover

Contribute to and maintain knowledge base articles, troubleshooting guides, and standard operating procedures

Collaborate with infrastructure, network, application, and security teams to resolve cross functional issues

Minimum Qualifications:

Any graduate or equivalent qualification

2+ years of experience as Helpdesk, Service Desk or IT Support

Experience providing Tier 1.5 end user support in an enterprise environment

Experience handling high volume inbound calls and chat support

Strong working knowledge of Windows 11 & MacOS

Hands on experience supporting Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams

Experience with Microsoft Intune for endpoint and device management

Experience supporting OKTA, Microsoft Entra ID (Azure AD) for user access, MFA, and identityrelated issues

Experience supporting collaboration tools such as Zoom

Hands on experience troubleshooting desktop hardware, laptops, and peripherals

Basic understanding of networking concepts (TCP/IP, DNS, DHCP)

Hands on experience using remote access tools such as BeyondTrust

Experience working with ServiceNow or a similar ITSM tool for incident, request, and knowledge management

Practical understanding of ITIL practices (Incident, Request, Problem Management)

Experience in creating and maintaining knowledge base (KB) articles and support documentation

Strong problem solving and analytical skills

Good customer service and communication skills (verbal and written)

Ability to work independently and as part of a team

Preferred Qualifications:

Experience working in a service desk or IT operations environment supporting enterprise users

Exposure to Tier2 support processes and structured escalation models

Experience supporting remote workforce, VPN access, and mobile users

Familiarity with IT asset management and inventory systems

Exposure to automation or scripting to reduce repetitive support tasks

Strong understanding of incidents, problem, and request management processes

Ability to identify improvement opportunities and contribute to service optimization initiatives

Experience collaborating with global teams and cross functional IT departments

ITIL certification