IT Infrastructure Engineer

Job Summary

This Infra Technology Specialist role focuses on driving robust IT service management and end user experience across a hybrid work model for a large multinational organization. The specialist will optimize Nexthink Service Now Windows environments networking and remote desktop support to ensure reliable services seamless incident resolution and continual improvement for global employees while aligning with business objectives and compliance standards.

Responsibilities

• Manage end user service delivery across hybrid work environments by monitoring incidents requests and trends to maintain consistent quality and reliability of IT services
• Coordinate complex incident and request handling through structured IT service management practices ensuring timely resolution alignment with defined service levels and clear communication to stakeholders
• Optimize Nexthink based endpoint analytics by identifying behavior patterns performance bottlenecks and user experience issues then driving targeted remediation to improve system stability and productivity
• Configure and maintain Service Now workflows for incident request problem and change management while ensuring process compliance data accuracy and effective automation of repetitive operational tasks
• Maintain secure and stable Windows based client environments by applying standard configurations patching schedules and policy controls that support compliance frameworks and reduce operational risk
• Troubleshoot remote desktop support issues including operating system errors application malfunctions and configuration conflicts to restore user access and minimize downtime in a hybrid work setup
• Diagnose and resolve network connectivity problems affecting end users across wired and wireless channels focusing on root cause analysis and sustainable corrective actions that prevent recurring disruptions
• Develop and refine runbooks knowledge articles and support documentation that enable consistent service desk operations and empower users through accessible self help resources
• Collaborate with cross functional technology teams to assess infrastructure changes evaluate impact on end user services and coordinate smooth transitions without compromising business continuity
• Analyze service performance metrics from Nexthink and Service Now dashboards producing actionable insights that guide capacity planning process optimization and continual improvement initiatives
• Implement standard IT service management controls for incident prioritization escalation paths and major incident management to protect critical business functions from extended outages
• Engage 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
• 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

• Apply advanced IT service management expertise using frameworks such as ITIL to design processes that enhance stability predictability and transparency of end user services
• Use deep hands on experience with Nexthink to build meaningful dashboards configure proactive alerts and support targeted campaigns that improve device health and employee experience
• Leverage strong Service Now skills to customize forms routing rules and automation features that align with enterprise standards and enable efficient collaboration between support tiers
• Demonstrate proficiency in Windows client administration including configuration hardening patch management and troubleshooting ensuring resilient and secure endpoint environments
• Employ solid networking knowledge covering basic routing switching and wireless principles to diagnose connectivity issues and guide remediation in coordination with specialist network teams
• Provide experienced desktop support capabilities across remote and hybrid models including secure remote access tools collaboration platforms and peripheral management tailored for enterprise environments
• Communicate clearly with global users support teams and managers to explain technical issues in accessible language foster trust and support successful adoption of service improvements