Information Technology Infrastructure Engineer

We are seeking a proactive and customer-focused IT Infrastructure Engineer to provide first-level IT support and ensure smooth operation of IT infrastructure services. The role involves troubleshooting hardware, software, and network-related issues, managing service tickets, supporting end users, and maintaining IT systems in line with organizational policies and procedures.Key Responsibilities1. First Point of ContactServe as the primary contact for users seeking technical assistance.Gather relevant information to identify, diagnose, and resolve technical issues.Provide timely and professional support to end users.2. Issue ResolutionTroubleshoot and resolve hardware, software, operating system, and network-related issues.Provide step-by-step guidance to users for issue resolution.Escalate complex incidents to appropriate teams when required.3. Ticket ManagementLog, track, and manage support tickets through the IT Service Management (ITSM) tool.Ensure all incidents and service requests are updated with accurate information.Meet defined Service Level Agreements (SLAs) for ticket resolution.4. Documentation & Knowledge ManagementMaintain detailed records of incidents, resolutions, and system configurations.Develop and update knowledge base articles and standard operating procedures.Ensure documentation is accurate and readily accessible.5. User Training & SupportConduct user awareness sessions on IT applications, processes, and best practices.Provide guidance on effective use of company-approved software and tools.6. Remote AssistanceProvide remote troubleshooting and support using remote desktop tools.Support users across multiple locations and work environments.7. Hardware & Software ManagementInstall, configure, upgrade, and maintain desktops, laptops, printers, and peripheral devices.Support software deployment, updates, and licensing activities.Assist in asset tracking and inventory management.8. Communication & CollaborationCommunicate technical information clearly and professionally to non-technical users.Work closely with network, server, security, and application support teams to resolve issues efficiently.Required Skills & QualificationsTechnical SkillsGood understanding of Windows and macOS operating systems.Knowledge of Microsoft Office 365, productivity tools, and business applications.Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).Understanding of server management and infrastructure fundamentals.Familiarity with IT Service Management (ITSM) processes and ticketing tools.Troubleshooting SkillsCustomer Service SkillsAdaptabilityTeamworkTime ManagementDocumentation SkillsSecurity & ComplianceQualificationsBachelor's Degree/Diploma in Computer Science, Information Technology, or related field.Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals, or Network+ will be an added advantage.Key Performance Indicators (CTQs)First Call Resolution (FCR)Ticket Closure RateSLA ComplianceCustomer Satisfaction (CSAT)Incident Response TimeDocumentation AccuracySystem Availability & User Support Effectiveness