IT Infrastructure Engineer

Overview

Reporting to the IT Infrastructure Manager, the primary focus of the role is on closing 1 st line IT service tickets from colleagues in India and KOSEAI but will also support other time zones as time and needs dictate. The role principally focuses on IT Infrastructure-related tickets, working closely with a colleague in Delhi who focuses on application-related tickets (such as SAP B1).

This role is part of our company-wide IT team, so will contribute to supporting and delivering global IT initiatives and projects. Close collaboration with IT colleagues in HQ and the India/KOSEAI region in particular will be essential. The role will work within the IT team to develop company-wide standards and processes that meet or exceed internal customer expectations.

Duties and Responsibilities

• Fulfilment of service requests and incidents in a timely manner, particularly those relating to the team based in India and wider KOSEAI region
• Work closely with end-users, Business Analysts, and the wider Applications/Infrastructure teams to troubleshoot and resolve issues related to IT infrastructure
• Provide 1st and 2nd line infrastructure support for core services aligned to agreed service levels and working practices
• Managing the full lifecycle of user accounts, from creation to deactivation, including licensing assignments, group membership modifications, and access control, using Active Directory and Microsoft Entra ID
• Managing device deployment, security, and lifecycle using Microsoft Intune and Windows Autopilot, including zero-touch enrolment
• Adhering to pre-defined service management processes while addressing incidents
• Setup of laptops, mobile phones, printers and other devices for new starters and colleagues.
• Liaise with Infrastructure vendors and other IT personnel for problem resolution.
• Troubleshoot system issues providing resolution to business application issues providing updates as and when required.
• Work as part of the IT global operations team, taking open issues from the US-based team at start of India-working day, passing over issues to HQ at end local working day
• Be flexible to address other incidents and requests from the global IT queue
• Maintain company data standards and identify and implement procedures in areas where improvement in control is required.
• Recommend localized equipment and infrastructure changes or upgrades as required
• Potential for limited travel to other territories such as Singapore, China, Korea and United Kingdom.

Essential Skills and Experience

• 3-5 years' experiencewith IP networking, managed switches, wireless access points, and firewall technologies would be highly advantageous for this position.
• Windows 10/11 configuration and support.
• A solid understanding of the Microsoft Suite, including Microsoft 365, covering essential applications like Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint
• Ability to resolve complex functional and configuration issues within SLAs.
• Ability to clearly communicate technical information to non-technical staff.
• Ability to collaborate well working with different teams to manage and resolve issues.
• Ability to create and maintain clear and accurate system records and documentation.
• ITSM/ITIL Service desk experience

Desirable Skills and Experience

• Zendesk
• Vendor management, asset control, inventory trackingand lifecycle management of IT assets
• Experience working in a matrixed organization/environment
• Excellent organisational skills, including the ability to manage multiple workstreams and initiatives