IT Support Engineer [T500-25187]

Talent500 is hiring for one of its clients.

About Infinite Electronics:

Infinite Electronics is a global manufacturer of high-performance connectivity solutions, serving customers across a wide range of industries. With deep engineering expertise and a focus on precision-built components and assemblies, the company partners closely with customers to address complex, real-world challenges and accelerate product innovation.

Position Description:

The IT Support Engineer is responsible for providing on-site IT support to approximately 75 users within the Global Customer Center (GCC), ensuring reliable operation of desktop systems, enterprise applications, and IT services.

This role serves as the primary on-site IT resource, providing hands-on support for Windows 11 laptops, ERP systems, Microsoft 365 applications, printers, and identity management systems (AD Manager, AD Audit, MFA). The Senior Onsite Support Engineer works closely with the global 247 Level 1 Service Desk and internal escalation teams to ensure incidents and service requests are resolved efficiently.

The ideal candidate has 5+ years of experience, is highly customer-focused, technically strong, and capable of independently managing the onsite support environment while maintaining alignment with global IT processes and service standards. The ideal candidate shall also exhibit a sense of ownership, urgency, be solution-oriented, collaborative, and accountable.

General Duties and Responsibilities:

End User Support:

• Provide on-site desktop and end-user support for approximately 75 employees within the GCC.
• Troubleshoot and resolve issues related to:
• Windows 11 laptops
• Microsoft 365 (Outlook, Teams, Office applications)
• ERP systems
• Network connectivity (LAN/WiFi)
• Printing and peripheral devices
• Install, configure, and maintain laptops, monitors, docking stations, and peripherals.
• Provide hands-on troubleshooting and maintenance.

Identity and Access Management:

• Manage user accounts and permissions using AD Manager and AD Audit tools.
• Support MFA enrollment and troubleshooting.
• Provision and de-provision application access based on approved access requests.
• Ensure compliance with company access control policies.

Onboarding & Employee Enablement:

• Coordinate and execute new employee onboarding, including:
• Laptop preparation and configuration
• Account provisioning
• MFA setup
• Application access setup
• Workspace IT readiness
• Provide end-user orientation for company systems and tools.

Ticket & Incident Management:

• Manage and resolve service requests using Jira Service Management (JSM).
• Maintain ownership of the local GCC support queue, ensuring timely resolution and accurate documentation.
• Enter, update, and close support tickets in accordance with IT service management processes and SLAs.
• Escalate complex issues to appropriate internal teams while maintaining ownership of the issue until resolution.

Collaboration with Global IT Teams:

• Serve as the onsite liaison between GCC users and the global IT organization.
• Work closely with the 247 L1 Service Desk to resolve incidents and service requests.
• Provide after-hours escalation support for critical issues affecting the L1 team.
• Coordinate with infrastructure, network, and application teams when deeper technical expertise is required.

Documentation & Process Improvement:

• Document troubleshooting steps, common issues, and solutions in the knowledge base (Confluence).
• Assist with maintaining configuration documentation and asset tracking for the site.
• Identify opportunities to improve support processes and user experience.

Operational Support:

• Assist with IT asset management, including inventory tracking for laptops and peripherals.
• Participate in global IT projects that impact the GCC environment.
• Ensure compliance with company security standards and IT policies.

Required Knowledge, Skills, and Abilities:

• 5+ years of IT support experience, including onsite desktop support
• Strong experience supporting:
• Windows 11
• Microsoft 365
• Enterprise ERP systems
• Printer and peripheral troubleshooting

Experience with:

• Active Directory
• AD Manager / AD Audit
• Identity and access management processes
• LAN/WAN, Wi-Fi, and access points
• A/V and Conference room setups
• Experience working with Jira Service Management preferred
• Strong troubleshooting and problem-solving skills
• Ability to work independently as the primary on-site IT contact
• Excellent communication and customer service skills
• Experience working with distributed global IT teams
• Ability to manage multiple priorities in a fast-paced environment
• Strong documentation creation skills
• Process-oriented

Personal Traits and Characteristics:

• The successful candidate shall exhibit a sense of ownership, urgency, be solution-oriented, collaborative, and accountable.
• Reliable, dependable, diligent, and highly organized, with good time management skills
• Ability to prioritize
• Able to work under pressure and deadlines
• Effective communication skills

Education and/or Experience:

• Bachelors degree in information technology, Computer Science, or related field preferred
• 5+ years of enterprise IT support experience
• Experience supporting corporate office environments preferred