IT Infrastructure Engineer

Position Overview

We are seeking a highly skilled and proactive IT Infrastructure Engineer to join our global technology team. In this pivotal role, you will be responsible for optimizing and maintaining our hybrid IT infrastructure, ensuring seamless service delivery and exceptional end-user experiences across a multinational organization. Your expertise in IT service management, endpoint analytics, and remote support will be critical in driving operational excellence, aligning with business objectives, and maintaining compliance with industry standards. This position offers an opportunity to work with cutting-edge technologies, including Nexthink and ServiceNow, while contributing to the continuous improvement of our IT ecosystem.

Key Responsibilities

• End-User Service Delivery Management: Oversee the delivery of IT services in hybrid work environments by monitoring incidents, service requests, and performance trends. Ensure consistent quality, reliability, and alignment with business needs while maintaining clear communication with stakeholders.
• Incident and Request Coordination: Lead the structured handling of complex incidents and service requests through IT service management best practices. Ensure timely resolution, adherence to service level agreements (SLAs), and effective stakeholder communication to minimize operational disruptions.
• Nexthink Endpoint Analytics Optimization: Utilize Nexthink to analyze endpoint behavior, identify performance bottlenecks, and detect user experience issues. Drive targeted remediation efforts to enhance system stability, productivity, and overall employee satisfaction.
• ServiceNow Workflow Configuration: Design, configure, and maintain ServiceNow workflows for incident, request, problem, and change management. Ensure process compliance, data accuracy, and automation of repetitive tasks to improve operational efficiency and reduce manual intervention.
• Windows Client Environment Management: Maintain secure and stable Windows-based client environments by implementing standard configurations, patch management schedules, and policy controls. Ensure compliance with regulatory frameworks and mitigate operational risks through proactive measures.
• Remote Desktop Support and Troubleshooting: Diagnose and resolve remote desktop issues, including operating system errors, application malfunctions, and configuration conflicts. Restore user access promptly while minimizing downtime in a hybrid work environment.
• Network Connectivity Diagnostics: Troubleshoot network connectivity problems affecting end users across wired and wireless channels. Conduct root cause analysis and implement sustainable corrective actions to prevent recurring disruptions and ensure seamless connectivity.
• Documentation and Knowledge Management: Develop and refine runbooks, knowledge articles, and support documentation to enable consistent service desk operations. Empower users with accessible self-help resources to reduce dependency on support teams and enhance efficiency.
• Cross-Functional Collaboration: Partner with technology teams to assess infrastructure changes, evaluate their impact on end-user services, and coordinate smooth transitions without compromising business continuity. Ensure alignment with organizational goals and compliance requirements.
• Performance Metrics Analysis: Analyze service performance metrics from Nexthink and ServiceNow dashboards to generate actionable insights. Use these insights to guide capacity planning, process optimization, and continual improvement initiatives that drive operational excellence.
• IT Service Management Controls Implementation: Establish and enforce standard IT service management controls, including incident prioritization, escalation paths, and major incident management protocols. Protect critical business functions from extended outages and ensure rapid recovery.
• Stakeholder Engagement and Feedback Integration: Collaborate with business stakeholders to gather feedback on service quality, translate expectations into measurable targets, and ensure technology solutions support organizational objectives and broader societal impact through efficient digital operations.
• Process Improvement Initiatives: Drive small-scale improvement projects that streamline support workflows, reduce repetitive issues, and enhance the overall user experience, particularly for globally distributed teams operating in a hybrid model.

Qualifications and Skills

• IT Service Management Expertise: Advanced knowledge of IT service management frameworks, particularly ITIL, to design processes that enhance stability, predictability, and transparency of end-user services.
• Nexthink Proficiency: Hands-on experience with Nexthink to build meaningful dashboards, configure proactive alerts, and support targeted campaigns that improve device health and employee experience.
• ServiceNow Skills: Strong proficiency in ServiceNow, including customization of forms, routing rules, and automation features to align with enterprise standards and enable efficient collaboration between support tiers.
• Windows Client Administration: Deep expertise in Windows client administration, including configuration, hardening, patch management, and troubleshooting to ensure resilient and secure endpoint environments.
• Networking Knowledge: Solid understanding of networking principles, including routing, switching, and wireless technologies, to diagnose connectivity issues and guide remediation efforts in coordination with specialist teams.
• Analytical and Problem-Solving Skills: Exceptional analytical abilities to interpret performance metrics, identify trends, and develop data-driven solutions that enhance IT service delivery and operational efficiency.
• Communication and Collaboration: Strong interpersonal and communication skills to engage with stakeholders, present insights, and foster a collaborative work environment across global teams.
• Compliance and Security Awareness: Awareness of compliance frameworks and security best practices to ensure IT infrastructure adheres to regulatory requirements and organizational policies.
• Project Management: Ability to lead small-scale improvement projects, manage priorities, and deliver results within defined timelines while maintaining high standards of quality.

Preferred Experience

Prior experience in a multinational organization or a large-scale IT environment is highly desirable. Familiarity with hybrid work models, global IT service delivery, and enterprise-level IT infrastructure will be advantageous. Candidates with certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator Associate, or ServiceNow Certified System Administrator are encouraged to apply.