Job Details

Infrastructure Support Engineer

Advertiser
PROS
Location
Houston, Texas, United States
Rate
-
Infrastructure Support Engineer

Reporting to the Sr. Manager, IT Service Desk the Infrastructure Support Engineer will be the escalation point to Level 1 & Level 2 Analysts. This resource will review and address problems associated with information systems which support the enterprise infrastructure of the organization. Ensures all systems are working at optimal levels and offers support for enterprise applications.

The Infrastructure Support Engineer will work closely with Management and the Service Desk team to gather the business needs, design, build and deploy creative solutions to a variety of technical issues.

A Day in the Life of the Senior Service Desk Technician -About the role:

* Primary point of contact for all Level 1 & Level 2 Networking / Server issues
* Resolve escalation tickets via telephone, in person or remotely
* Ability to multi-task with solid analytical and problem-solve
* The ability to demonstrate excellent time-management skills with a commitment to follow through on trouble issues to a successful and verified resolution
* Be a creative and innovative thinker with the ability to provide solutions to complex problems
* Demonstrate excellent communication skills both written and oral
* Delivery World class customer service customer
* Create detailed documentation

Required Qualifications - About you:

We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:

* Five years of work experience in fast paced environment providing IT customer service/support
* Experience with all Microsoft Windows Workstations and Servers
* Experience with end point security best practices
* Knowledge of AD, GPO, DNS, DHCP and file shares
* Knowledge of Linux operating systems and BASH scripting
* Understanding of TCP/IP and troubleshooting Internet connectivity
* Proven understanding of automation scripting using PowerShell in Windows
* Ability to troubleshoot advanced Windows problems in Desktop Environment
* In depth understanding of M365 and ability to troubleshoot issues
* Strong Apple MacOS experience, management using Jamf patching and upgrading OS and troubleshooting Mac issues
* Experience in documenting processes & procedures
* Ability to organize priorities and act with a sense of urgency when necessary
* Ability to lift/move up to 50 pounds

Experience / Knowledge in the following is a plus:

* Working knowledge of SCCM - Image creation and application packaging
* Microsoft Intune knowledge and experience is a plus
* Working knowledge of SharePoint online
* Working knowledge of Zoom and Video Conferencing
* Good knowledge of Microsoft Teams, OneDrive and SharePoint
* Understanding of conference room setups and A/V equipment

Education:

* College diploma or university degree in the field of computer science, information sciences, or related field preferred.
* Certifications in various software products considered a plus.

Skills & Personal Characteristics:

* Ownership
* Care
* Innovation

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won't stop until we've delivered on our promises. We're committed to the success of our customers. That's why we think harder and dream bigger - so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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