IT Infrastructure Engineer

Overview

This role is centered on enhancing IT service management and improving end user satisfaction within a hybrid work setting for a global enterprise. The IT Infrastructure Engineer is responsible for managing Nexthink, ServiceNow, Windows environments, networking, and remote desktop support to provide dependable services, efficiently resolve incidents, and drive continuous enhancements aligned with corporate goals and compliance requirements.

Key Responsibilities

• Oversee the delivery of end user IT services across hybrid environments by tracking incidents, requests, and trends to ensure consistent quality and reliability.
• Manage complex incidents and service requests following IT service management standards to guarantee prompt resolutions, compliance with service levels, and effective communication to involved parties.
• Enhance Nexthink endpoint analytics by identifying usage patterns, performance issues, and user challenges to initiate targeted solutions that boost stability and productivity.
• Configure and manage ServiceNow workflows for incident, request, problem, and change management, ensuring adherence to processes, data integrity, and automation of routine tasks.
• Maintain secure, stable Windows client environments by implementing standardized configurations, scheduled patching, and compliance-driven policies to mitigate operational risks.
• Troubleshoot remote desktop related problems including OS faults, software errors, and configuration conflicts to restore system access promptly in hybrid setups.
• Analyze and resolve network connectivity issues impacting users over wired and wireless networks by performing root cause analysis and applying long-term corrective measures.
• Create and update runbooks, knowledge base articles, and user guides to support consistent helpdesk operations and facilitate user self-service.
• Collaborate with cross-functional technology teams to evaluate infrastructure changes, assess impacts on end user services, and coordinate seamless transitions without disrupting business continuity.
• Analyze performance metrics from Nexthink and ServiceNow dashboards to generate actionable insights which inform capacity planning, process improvements, and continuous service enhancements.
• Enforce IT service management protocols including incident prioritization, escalation procedures, and major incident handling to safeguard critical business functions from prolonged outages.
• Engage with business stakeholders to collect feedback on IT service quality, translate expectations into measurable objectives, and ensure that technology solutions advance organizational and societal goals through efficient digital workflows.
• Lead smaller improvement initiatives aimed at streamlining support processes, decreasing recurring issues, and elevating user experience, especially for globally dispersed teams in hybrid models.

Qualifications

• Expertise in IT service management with frameworks such as ITIL, focusing on designing processes that increase service stability, predictability, and transparency for end users.
• Extensive hands-on experience with Nexthink, including dashboard creation, alert configuration, and support of targeted health and experience improvement campaigns for devices.
• Strong proficiency in ServiceNow to customize forms, routing, and automation features that comply with enterprise standards and facilitate efficient multi-tier support collaboration.
• Advanced knowledge of Windows client administration, including configuration, hardening, patching, and troubleshooting to create robust and secure endpoints.
• Solid understanding of networking fundamentals such as routing, switching, and wireless technologies to diagnose connectivity issues and coordinate corrective actions with network specialists.
• Proven desktop support skills adaptable to remote and hybrid models, encompassing secure remote access tools, collaboration platforms, and peripheral device management tailored to enterprise needs.
• Effective communication skills to clearly explain technical issues to global users, support teams, and managers, fostering trust and smooth adoption of service enhancements.