Associate InfraOps Engineer

The IT department is responsible for supporting and maintaining the company’s IT systems and for
providing efficient desktop support to all business users. The department is responsible for resolving any
IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email
account to system diagnostics, plus enhancing and developing the IT provision extended within the
business.

Providing Help / Front Desk Support to end users.
Managing information technology and computer systems.
Controlling and evaluating IT and electronic data operations.
Monitoring system performance and troubleshooting issues.
Escalating Issues to Engineer IT / Sr. Engineer / Team Lead.

Responsibilities:

Act in alignment with user needs and system functionality to contribute to organizational policy.
Upgrade systems with new releases and models as per defined SOPs.
Ensuring licensing for all software purchased is recorded and maintained.
Ensuring that a high level of customer service and support is provided to all internal & external customers.
Providing End-User support and Technical Assistance.
Address user tickets regarding hardware, software, and networking to engage seniors where needed.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Guide users with simple, step-by-step instructions.
Conduct remote troubleshooting.
Test alternative pathways until the issue is resolved, and engage seniors where needed.
Record technical issues and solutions in logs.
Direct unresolved issues to the Engineer IT / Sr. Engineer / Team Lead where necessary.
Follow up with end users to ensure their systems are functional and engage seniors where the upgrade is
needed on a proactive basis.
Report to Engineer IT / Sr. Engineer / Team Lead regarding day-to-day issues resolved matters,
pending tasks, any new requests by end users, and any issues.
Assists senior team members in creating technical documentation and manuals.
Ensure and meet the timelines assigned by Team Lead.

General Requirements:

• Bachelor, BE, BS, etc in Computer Science, or Telecommunications/ electronics/ electrical.
• 0-1 years of work experience as a System and network administrator.
• Working experience in 24/7 discipline.
• Excellent communication & documentation skills.
• Understanding of agile methodologies and process management tools.

Job Type: Full-time

Education:

• Bachelor's (Required)

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