Infrastructure Operations Engineer (Field Support Engineer)

Job Title: Infrastructure Operations Engineer (Field Support Engineer)Location: Cleveland OH Onsite Job Type: Full time position Job Summary:We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.Responsibilities:Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.Perform PC and laptop imaging, installation, and repair as needed.Deploy software remotely using established tools and processes.Utilize monitoring tools to identify and address potential issues before they impact users.Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.Provide technical training and support to end users as required.Maintain accurate records of support requests and resolutions using ticketing systems.Identify opportunities for process standardization and improvement.Stay updated on cybersecurity best practices and ensure compliance in all support activities.Work independently and manage multiple tasks effectively under pressure.Mandatory Skills:Advanced troubleshooting skills for Windows-based end-user computing.Experience with ticketing systems (e.g., ServiceNow).Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.Effective communication and customer service skills.Collaboration in a team environment.Analytical Thinking and problem-solving abilities.Proactive system monitoring and issue detection skills.Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.