IT Infrastructure Engineer

Overview

Reporting to the IT Infrastructure Manager, the primary focus of the role is on closing 1st 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' experience with 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 tracking and lifecycle management of IT assets
• Experience working in a matrixed organization/environment
• Excellent organisational skills, including the ability to manage multiple workstreams and initiatives