Infrastructure Engineer

IT Infrastructure EngineerPosition OverviewThe IT Infrastructure Engineer serves as the primary point of contact for employees seeking technical assistance and is responsible for delivering first-level IT support across the organization. This role manages incidents, service requests, and troubleshooting activities while partnering closely with senior engineering staff to ensure timely issue resolution and a high level of customer service.This position offers significant exposure to modern cloud infrastructure, cybersecurity, automation, and AI-driven technologies. The ideal candidate is eager to grow their technical expertise while contributing to infrastructure modernization initiatives and supporting a rapidly evolving technology environment.Key ResponsibilitiesServe as the first point of contact for employee technical support requests via phone, email, and ticketing systems.Provide exceptional customer service and ensure timely resolution of technical issues.Escalate complex issues to senior engineers and appropriate support teams when necessary.Partner with infrastructure and engineering teams on cloud migration and modernization initiatives.Assist with the implementation, administration, and support of AI-enabled technologies and business tools.Support cloud infrastructure, identity management, and security-related technologies as responsibilities expand.Create, modify, and maintain user accounts and access permissions.Deploy, configure, and support desktop and laptop workstations, mobile devices, and telephony solutions.Troubleshoot hardware, software, operating system, and connectivity issues using established diagnostic methods.Document incidents, resolutions, and support activities accurately within ticketing systems.Provide guidance and training to end users regarding IT systems, applications, and services.Recommend process improvements that enhance operational efficiency and user experience.Maintain IT equipment inventories and ensure devices remain operational and up to date.Support conference rooms, meetings, and audio-visual technologies to ensure successful collaboration events.Act as a liaison between end users and senior technical staff to facilitate effective problem resolution.QualificationsEducationBachelor's degree in Computer Science, Information Technology, Information Systems, or a related field preferred.Equivalent professional certifications and relevant experience will be considered.Experience3-5 years of experience in IT support, infrastructure, service desk, or systems administration environments.Experience supporting enterprise users in a Microsoft-centric environment.Required Skills & Technical KnowledgeStrong knowledge of Microsoft 365 administration and support.Experience with Active Directory user and group management.Understanding of core networking concepts including DNS, DHCP, TCP/IP, and VPN connectivity.Hands-on experience diagnosing and resolving desktop, laptop, mobile device, and application issues.Knowledge of Windows operating systems and endpoint support best practices.Strong troubleshooting and problem-solving abilities.Excellent verbal and written communication skills.Ability to work independently while collaborating effectively with technical and non-technical stakeholders.Preferred QualificationsExperience supporting Microsoft Azure environments.Familiarity with Microsoft Teams telephony and conferencing solutions.Exposure to cloud platforms, cybersecurity tools, automation technologies, or infrastructure projects.Knowledge of generative AI and emerging AI-enabled business technologies.Experience supporting audio-visual and conference room technologies.Demonstrated interest in expanding skills across cloud infrastructure, security, automation, and emerging technologies.