L2-L3 Infrastructure Support Engineer

Job Title: L2 - L3 Infrastructure Support Engineer

Job Description:

Are you a tech-savvy professional with a passion for providing exceptional customer service? We are on the lookout for a well-rounded and humble Infrastructure Support Engineer to join our dynamic team. In this fully remote role, you will support our end users and actively participate in various projects, ensuring seamless IT operations and user satisfaction. Please note that our host office is in Houston, Texas, so we require candidates who are fully available to work in that time zone remotely.

Key Responsibilities:

• Remote User Support: Provide top-notch remote support to end users, addressing and resolving their technical issues promptly and efficiently.
• Project Participation: Collaborate with team members on IT projects, contributing your expertise to enhance our infrastructure and service delivery.
• Customer Service Excellence: Deliver outstanding customer service with excellent communication skills, ensuring users feel supported and valued.
• Microsoft Windows Expertise: Utilize your in-depth knowledge of Microsoft Windows to troubleshoot and resolve desktop issues, including connectivity problems, Office application errors, and printing issues.
• Office 365 Administration: Manage Office 365 accounts, including user setup, permissions, and troubleshooting, to ensure smooth and secure operations.
• Active Directory Management: Perform basic Active Directory tasks such as adding users, creating groups, and managing permissions to maintain an organized and secure network environment.
• Client Issue Resolution: Approach client issues with patience and understanding, providing clear and effective solutions to their problems.
• Continuous Learning: Demonstrate a strong willingness to learn and adapt to new technologies and processes, staying up to date with industry trends.
• Self-Motivation: Exhibit self-motivation and the ability to work independently, managing your time and tasks effectively.

Skills and Qualifications:

• Experience: 2-3+ years of experience in the information technology field, with a focus on infrastructure support.
• Technical Proficiency: Strong technical skills in Microsoft Windows and Office 365 administration.
• Troubleshooting Skills: Proven experience in troubleshooting desktop issues related to connectivity, Office applications, and printing.
• Active Directory Knowledge: Basic experience with Active Directory management, including user and group management.
• Customer Service: Exceptional customer service skills with the ability to communicate effectively and empathetically with users.
• Problem-Solving: Patience and understanding in resolving client issues, with a focus on delivering clear and effective solutions.
• Learning and Adaptability: A strong willingness to learn and adapt to new technologies and processes.
• Self-Motivation: Demonstrated self-motivation and the ability to work independently.
• Time Zone Availability: Full availability to work remotely in the Houston, Texas time zone.