Infrastructure Support Engineer

Job Summary

We are looking for a Tier 2 Infrastructure Support Engineer to provide advanced technical support to global users. The role involves troubleshooting escalated IT issues, supporting endpoint technologies, Microsoft 365, Google Workspace, MDM, basic cybersecurity operations, and collaborating with Infrastructure, Security, and Application teams.

Key Responsibilities

• Provide L2 technical support for escalated incidents and service requests.

• Troubleshoot Windows 10/11, Microsoft 365, Google Workspace, VPN, authentication, and connectivity issues.

• Support Active Directory, MDM platforms, iPads, and endpoint lifecycle management.

• Perform basic endpoint security and phishing ticket triage activities.

• Use PowerShell/basic scripting for automation and process improvement.

• Manage tickets, SLAs, documentation, root-cause analysis, and problem management.

• Support user onboarding/offboarding, device refresh, and technology rollouts.

• Collaborate with Tier 1, Infrastructure, Security, and Application teams.

Required Skills & Experience

• 3–5 years of experience in IT Service Desk, End User Computing, or Infrastructure Support.

• Strong experience with Windows, Microsoft 365, Active Directory, MDM, and endpoint troubleshooting.

• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and authentication.

• Basic PowerShell/scripting experience.

• Experience with ServiceNow, Jira, or similar ITSM tools.

• Strong troubleshooting, communication, documentation, and customer-service skills.

• Experience supporting enterprise/global users in a ticket-driven environment.

Preferred: ITIL, Microsoft 365, Google Workspace, CompTIA, or Azure certifications.