Infrastructure Support Engineer – Network & Desktop- Senior

HTC Global; Lubbock (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work flexibility

Work–life balance

Career development plan

Rewards & recognition

Upskilling opportunities

Emerging technologies exposure

Career mobility programs

Job summary

HTC Global Services is seeking a Senior Infrastructure Support Engineer to join our onsite team in Lubbock, TX. This role focuses on hands-on desktop and endpoint support, complex network troubleshooting, and coordinating with remote engineering teams to maintain service availability.

You will resolve P1/P2 incidents, manage firewall changes, VPN issues, and collaborate with telecom specialists for IP telephony and connectivity.

Qualifications

• 7+ years of infrastructure operations experience with senior network troubleshooting and strong enterprise deskside/endpoint support.
• Solid hands-on understanding of enterprise switches, routers, firewalls, and common connectivity diagnostic methods.
• Ability to independently isolate user-device versus network versus service-related problems.
• Strong communication skills when working with nontechnical users and specialist teams.
• Ability to work fully onsite in Allen, Texas.
• Ability to participate in rotational on-call coverage, including emergency site attendance requirements.

Responsibilities

• Provide advanced onsite support for desktops, laptops, docking stations, printers, mobile peripherals, Windows devices, and end-user connectivity.
• Own complex or escalated end-user computing (EUC) incidents.
• Diagnose LAN/WAN, wired/wireless, switching, routing, VLAN, TCP/IP, DNS, DHCP, and VPN/network access issues.
• Support approved network configuration changes and service restoration.
• Investigate network-security connectivity dependencies, including firewalls, ACLs, proxies, and remote access.
• Coordinate firewall rule changes and security events with authorized teams.
• Assist with IP telephony, headsets, conferencing, and network quality issues, engaging telecom specialists when needed.
• Use monitoring alerts, logs, and service-management records to triage P1/P2 incidents, restore services, escalate appropriately, and document causes and corrective actions.
• Perform physical onsite validation, cabling and peripheral checks, and hands-on troubleshooting.
• Coordinate with remote engineering teams in India and onsite stakeholders.
• Execute only authorized changes and maintain device/support records and knowledge articles.
• Participate in shift handoffs, major incidents, and onsite on-call rotation.

Skills

Senior infrastructure support

Network troubleshooting

End-user/deskside support

Onsite collaboration

On-call rotation

Tools

Cisco devices

SolarWinds

VMware

Citrix

Microsoft 365

Job description

Location: Lubbock (TX) | Employment Type: Full Time - 40 hours per week | Job Level: T4 | Work Preference: Onsite at work location address | Job Code: 246016

Job Description:

Position Overview

This role offers an opportunity to work across enterprise network infrastructure and end-user computing, combining advanced network troubleshooting with hands-on desktop and endpoint support. The position involves resolving complex technical incidents, supporting onsite infrastructure operations, and coordinating with remote engineering teams to maintain service availability.

What You'll Do / Key Responsibilities

Provide advanced onsite support for desktops, laptops, docking stations, printers, mobile peripherals, Windows devices, and end-user connectivity.

Own complex or escalated end-user computing (EUC) incidents.

Diagnose LAN/WAN, wired/wireless, switching, routing, VLAN, TCP/IP, DNS, DHCP, and VPN/network access issues.

Support approved network configuration changes and service restoration.

Investigate network-security connectivity dependencies, including firewalls, ACLs, proxies, and remote access.

Coordinate firewall rule changes and security events with authorized teams.

Assist with IP telephony, headsets, conferencing, and network quality issues, engaging telecom specialists when needed.

Use monitoring alerts, logs, and service-management records to triage P1/P2 incidents, restore services, escalate appropriately, and document causes and corrective actions.

Perform physical onsite validation, cabling and peripheral checks, and hands-on troubleshooting.

Coordinate with remote engineering teams in India and onsite stakeholders.

Execute only authorized changes and maintain device/support records and knowledge articles.

Participate in shift handoffs, major incidents, and onsite on-call rotation.

Required Qualifications

7+ years of infrastructure operations experience with demonstrable senior network troubleshooting and strong enterprise deskside/endpoint support.

Solid hands-on understanding of enterprise switches, routers, firewalls, and common connectivity diagnostic methods.

Ability to independently isolate user-device versus network versus service-related problems.

Strong communication skills when working with nontechnical users and specialist teams.

Ability to work fully onsite in Allen, Texas.

Ability to participate in rotational on-call coverage, including emergency site attendance requirements.

Preferred Qualifications

Cisco CCNA/CCNP, Network+, security, or endpoint-management certifications.

SolarWinds or equivalent monitoring exposure.

Microsoft 365 experience.

IP telephony and collaboration platform experience.

Experience in HIPAA-aware or other regulated 24x7 environments.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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At HTC Global Services, our culture is an embodiment of who we are - a value-led organizationcommitted to success of our people and customers.

• Hybrid and Workplace flexibility
• Work-Life-Balance
• Well-defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands-on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs