Job Title: Infrastructure Engineer
Experience Level: 2–4 years
Number of Positions: 1
Shift Timing: 5:00 AM – 2:00 PM (Australia Timezone)
Availability: Immediate joiners preferred
Roles and Responsibilities
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues including account setup and network configuration
- Track computer system issues through to resolution within agreed timelines
- Assist clients through step-by-step solutions via phone, email, or chat
- Escalate unresolved issues appropriately to internal teams
- Ensure proper logging of all issues and resolutions
- Prioritize and manage multiple open issues simultaneously
- Document troubleshooting steps and solutions in the form of notes and manuals
- Flexibility to work early morning shifts aligned with the Australia timezone
Candidate Profile / Expectations
- 2–4 years of experience in L1 Helpdesk or L1 Remote Support
- Proven experience as a Technical Support Engineer, IT Helpdesk Technician, or in a similar role
- Basic administration knowledge of Microsoft Desktop and Server operating systems
- Strong verbal and written communication skills
- Experience with Outlook configuration and Active Directory (user/group management)
- Familiarity with service management tools
Skill Set Requirements
- Windows Operating Systems (Desktop & Server) – Must Have
- Troubleshooting technical issues – Must Have
- Excellent communication skills (spoken and written) – Must Have
- Active Directory user/group management, Outlook/Teams support – Must Have
- Zendesk – Good to Have
- AWS Level 1 tasks – Good to Have