Job Summary
Infra Technology Specialist role supporting hybrid workplace environments with focus on Macintosh OS X laptops Windows endpoints and remote desktop support while using enterprise service management tools. The role requires ten to twelve years of experience in complex infrastructure support for large organizations driving reliable device operations for business users across global locations.
Responsibilities
Provide advanced technical support for Macintosh OS X laptops by diagnosing complex issues performing root cause analysis and restoring device functionality to minimize user downtime
Deliver expert Windows desktop and laptop support by resolving operating system application and hardware incidents with a strong focus on stability and user productivity
Manage remote desktop support operations for distributed teams by using secure tools to troubleshoot devices without physical access and ensuring timely resolution of requests
Handle end to end incident request and problem workflows in Service Now by logging categorizing prioritizing and updating tickets with clear and accurate technical details
Monitor daily service queues in Service Now by tracking service levels escalating critical issues when needed and ensuring adherence to agreed response and resolution timelines
Implement standardized configurations and best practices for Macintosh OS X and Windows devices by following enterprise policies and improving consistency across the endpoint estate
Collaborate with cross functional infrastructure teams by sharing findings from incidents contributing to knowledge articles and aligning on improvement actions that enhance service reliability
Create and maintain detailed technical documentation for operating procedures standard troubleshooting steps and configuration baselines to support knowledge reuse across the support team
Drive continual service improvement initiatives by analyzing incident trends identifying recurring issues and proposing configuration or process enhancements that reduce future disruptions
Coordinate hybrid work model support activities by planning onsite and remote assistance schedules ensuring appropriate coverage and adapting support approaches to user location needs
Support analytics related use cases by enabling reliable device performance for data tools addressing connectivity and security requirements and working with analytics teams on specialized setups
Ensure compliance with security and governance requirements by applying patches enforcing endpoint protection configurations and following approval processes for changes on user devices
Communicate clearly with business stakeholders by explaining technical issues in simple terms setting realistic expectations and providing regular updates until resolution
Qualifications
Exhibit strong hands on expertise in Macintosh OS X laptop support by managing imaging enrollment updates and advanced troubleshooting across varied hardware models
Demonstrate deep proficiency in Windows desktop support by handling complex operating system issues driver conflicts application failures and user profile challenges in enterprise settings
Apply extensive experience in remote desktop support by using secure remote tools supporting users in multiple time zones and resolving issues without onsite intervention
Utilize solid working knowledge of Service Now by managing incidents requests problems and change tasks while maintaining accurate and auditable records for every interaction
Bring ten to twelve years of infrastructure support experience by working in large scale environments with standardized processes global stakeholders and strict service expectations
Adapt effectively to hybrid work models by balancing remote collaboration onsite engagements and virtual troubleshooting practices that maintain high service quality
Leverage any exposure to analytics domains by understanding the device and performance needs of analytics professionals and supporting their specialized tools and workflows
Demonstrate strong communication and customer service capabilities by engaging respectfully with users managing difficult situations calmly and focusing on practical outcomes
Apply structured problem solving and analytical thinking by using data from monitoring tools ticket trends and user feedback to design sustainable technical solutions
Maintain continuous learning habits by staying current with emerging Macintosh OS X and Windows features remote support techniques and enterprise service management practices
Exhibit strong collaboration skills by working closely with peer teams such as network security and application support to ensure coherent end to end incident resolution
