Sr. IT Engineer

• Experience in managing enterprise IT Infrastructure systems, provide end-user support remotely for global across different geographical regions.
• Willing to work in shifts to provide 24x7 support
• Acknowledge, respond and resolve support tickets/requests raise by clients as per the SLAs.
• Provide RCA (root cause analysis) for incidents and problems as appropriate.
• Work on project assignments, initiate projects that enhance the quality or efficiency of enterprises IT Infrastructure systems and services.
• Create necessary documentation which include but not limited to SOPs (standard operating procedures), How-Tos, Knowledgebase
• Exceptional communication skills required. Capable of communicating clearly and effectively, verbally and in writing, with technical and non-technical audiences.
• Handle escalations as needed to ensure appropriate follow through.

Requirements

• Bachelor's degree in computer science or a related field
• Over 8 years of experience managing Enterprise IT Infrastructure support and End-user support
• Proven experience with Freshservice or Zendesk.
• Strong knowledge of Windows 10, 11, and macOS.
• Experience with laptops running Linux VMs on Windows and macOS.
• Expertise in endpoint management using UEM tools such as Venn or Microsoft Intune.
• Proficiency in Microsoft Autopilot for managing and deploying devices.
• In-depth experience with Microsoft Office 365 tools, including Entra and SSO integration.
• Familiarity with collaboration platforms like Teams, Slack, and Zoom.
• Hands-on experience with AWS and Azure cloud services. Advanced PowerShell scripting skills.
• Knowledge of enterprise business applications such as Salesforce, Zapier, monday.com, and Workato.
• Experience in establishing and managing SLAs.