Infrastructure Operations Engineer (Field Support Engineer)

Yochana; Cleveland (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Yochana IT Solutions Inc. in Cleveland, OH is seeking an Infrastructure Operations Engineer (Field Support) with 2–5 years of enterprise experience to diagnose desktop and laptop issues and manage remote software deployments.

You will use monitoring tools to detect problems, provide excellent end-user support for Windows, and document resolutions while collaborating with the team to improve knowledge bases.

Qualifications

• 2-5 years of experience in an enterprise environment.
• Strong background in diagnosing desktop and laptop issues.
• Experience with remote software deployment.
• Solid understanding of end-user computing for Windows.
• Familiarity with cybersecurity best practices.

Responsibilities

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.
• Perform PC and laptop imaging, installation, and repair as needed.
• Deploy software remotely using established tools and processes.
• Utilize monitoring tools to identify and address potential issues before they impact users.
• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.
• Provide technical training and support to end users as required.
• Maintain accurate records of support requests and resolutions using ticketing systems.
• Identify opportunities for process standardization and improvement.
• Stay updated on cybersecurity best practices and ensure compliance in all support activities.
• Work independently and manage multiple tasks effectively under pressure.

Skills

Windows troubleshooting

Ticketing systems

Google Cloud

Active Directory

SCCM

DNS

VPN

VoIP

Remote troubleshooting

Communication skills

Team collaboration

Monitoring tools

Tools

ServiceNow

Remote desktop tools

Diagnostic software

Cloud monitoring tools

Job description

Job Title: Infrastructure Operations Engineer (Field Support Engineer)

Location: Cleveland OH Onsite

Job Type: Full time position

Job Summary:

We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.

Responsibilities:

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.
• Perform PC and laptop imaging, installation, and repair as needed.
• Deploy software remotely using established tools and processes.
• Utilize monitoring tools to identify and address potential issues before they impact users.
• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.
• Provide technical training and support to end users as required.
• Maintain accurate records of support requests and resolutions using ticketing systems.
• Identify opportunities for process standardization and improvement.
• Stay updated on cybersecurity best practices and ensure compliance in all support activities.
• Work independently and manage multiple tasks effectively under pressure.

Mandatory Skills:

• Advanced troubleshooting skills for Windows-based end-user computing.
• Experience with ticketing systems (e.g., ServiceNow).
• Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.
• Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.
• Effective communication and customer service skills.
• Collaboration in a team environment.
• Analytical Thinking and problem-solving abilities.
• Proactive system monitoring and issue detection skills.
• Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.