Associate, Infrastructure Engineer, Central Operation Office

Business Function

Role Summary

Education and Experience

• A bachelor's degree is required.
• Five to seven years of experience in IT end-user support for Windows and Mac environments is required.

End-User and Workplace Support

• Provide Level 2 support for Windows and macOS laptops, desktops, peripherals, and mobile devices.
• Manage incidents and service requests within agreed service-level standards.
• Support workplace technology and day-to-day technology requirements.
• Ensure meeting rooms, Microsoft Teams and video conferencing, printers, Wi-Fi, and collaboration technologies are available.
• Support new-joiner onboarding, office movements, business events, and critical user requirements.

Asset and Vendor Management

• Manage IT asset allocation, inventory, refresh, replacement, and retrieval activities.
• Maintain accurate IT asset records and ensure timely device allocation and replacement.
• Manage OEM and vendor support for hardware repair, warranty, and replacement.

Coordination and Controls

• Coordinate with Network, Infrastructure, Cybersecurity, Application, and Global IT teams on complex issues and service restoration.
• Maintain security, compliance, audit, and operational controls.
• Identify recurring issues and drive permanent fixes and service improvements.
• Maintain operational documentation and knowledge for service continuity and resilience.

Technical Skills

• HP, Dell, Lenovo, and Apple hardware; Windows 11; Microsoft 365; Microsoft Intune; and Microsoft SCCM.
• macOS troubleshooting, user account management, Group Policy, Windows and Mac software deployment, and device compliance troubleshooting.
• OS imaging and deployment, password resets and unlocks, MFA troubleshooting, and incident, request, and problem management.
• PowerShell fundamentals, batch scripting, automation of repetitive tasks, and basic networking.

Location and Schedule

• The role is listed at the DBS DTI Waverock SEZ location in Hyderabad.
• The schedule is regular and the employee status is full time.

Key Deliverables