Senior Infrastructure Engineer - Hyderabad, India - Talent500

Description

This position is responsible for maintaining, upgrading and troubleshooting corporate technologies supporting end users which involve PC hardware and software and their respective management systems. This position has an emphasis on SCCM, where it is responsible for maintaining, configuring, and support of desktop technologies in a distributed environment. The ideal candidate will be responsible for maintaining the SCCM environment, software distribution and patch management as well as building and deploying software packages to workstation endpoints.

Responsible for the implementation, operation, and support of over 10,000 desktop endpoints and management systems at both on the corporate campus and over 300 remote sites, including the SCCM environment where you will provide administration support for software package development and configuration management as well as maintaining the SCCM infrastructure.

Job Description & Responsibilities:

Customer Support:

• Serves as a Tier 3 escalation point and provides guidance and training to desktop support personnel on current and future IT needs.
• Diagnoses and quickly resolves a wide range of complex Windows and Mac application issues to help minimize downtime.
• Creates and maintains service documentation to be used by IT personnel and customers within the organization.

Internal / External Collaboration:

• Leads cross-functional sessions with internal departments to improve the customer experience and identify and resolve root causes of PC hardware and software issues.
• Leads technical aspects in new project efforts and provides documentation and training of new systems and processes to support personnel.
• Leads active collaboration with Vendor partners to identify and resolve complex product issues.

Process Management:

• Acts in partnership with senior-level staff members with advanced maintenance and troubleshooting of End User technology systems for software deployment, patching and systems management.
• Follows established ITIL processes/procedures and drives improvements with process, quality assurance, and standard operating procedures.
• Implements, upgrades, troubleshoots and resolves complex issues within supported End User Computing systems.
• Operates as a subject matter expert for an increasing number of supported environments

SCCM Administration:

• Operates as subject matter expert for Microsoft SCCM.
• Operates as subject matter expert for WSUS and Adaptiva to deliver patches across all desktop endpoints.
• Serves as a Tier 3 escalation point and provides guidance for Group Policy creation and management.
• Serves as a Tier 3 escalation point and provides guidance when creating and maintaining process documentation.
• Serves as a Tier 3 escalation point and provides guidance on PowerShell and batch scripting as it relates to desktop endpoint management and software deployment.

Experience Required:

• At least 4 years of full-time experience troubleshooting and supporting Windows based end user systems.

Experience Desired:

• Working knowledge of process, data and system best practices

Education and Training Required:

• 4 year bachelor's degree in relevant field of study.

Additional Skills:

• Must be able to work with and communicate across all levels of the organization

• Strong decision making, problem solving and communication skill