IT Infrastructure Engineer - Delhi

Overview

Duties And Responsibilities

• Fulfilment of service requests and incidents in a timely manner, particularly those relating to the team based in India and wider KOSEAI region
• Work closely with end-users, Business Analysts, and the wider Applications/Infrastructure teams to troubleshoot and resolve issues related to IT infrastructure
• Provide 1st and 2nd line infrastructure support for core services aligned to agreed service levels and working practices
• Managing the full lifecycle of user accounts, from creation to deactivation, including licensing assignments, group membership modifications, and access control, using Active Directory and Microsoft Entra ID
• Managing device deployment, security, and lifecycle using Microsoft Intune and Windows Autopilot, including zero-touch enrolment
• Adhering to pre-defined service management processes while addressing incidents
• Setup of laptops, mobile phones, printers and other devices for new starters and colleagues.
• Liaise with Infrastructure vendors and other IT personnel for problem resolution.
• Troubleshoot system issues providing resolution to business application issues providing updates as and when required.
• Work as part of the IT global operations team, taking open issues from the US-based team at start of India-working day, passing over issues to HQ at end local working day
• Be flexible to address other incidents and requests from the global IT queue
• Maintain company data standards and identify and implement procedures in areas where improvement in control is required.
• Recommend localized equipment and infrastructure changes or upgrades as required
• Potential for limited travel to other territories such as Singapore, China, Korea and United Kingdom.
  

Essential Skills And Experience

• 3-5 years' experience with IP networking, managed switches, wireless access points, and firewall technologies would be highly advantageous for this position.
• Windows 10/11 configuration and support.
• A solid understanding of the Microsoft Suite, including Microsoft 365, covering essential applications like Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint
• Ability to resolve complex functional and configuration issues within SLAs.
• Ability to clearly communicate technical information to non-technical staff.
• Ability to collaborate well working with different teams to manage and resolve issues.
• Ability to create and maintain clear and accurate system records and documentation.
• ITSM/ITIL Service desk experience
  

Desirable Skills And Experience

• Zendesk
• Vendor management, asset control, inventory tracking and lifecycle management of IT assets
• Experience working in a matrixed organization/environment
• Excellent organisational skills, including the ability to manage multiple workstreams and initiatives