Infrastructure Support Engineer

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Job Title:
Infrastructure Support Engineer

Department:
OCIO tendersglobal.net Telecommunication and Networking

The Infrastructure Support Engineer in the Office of Technology and Digital Innovation (OTDI) serves as a technology leader focused on serving the IT needs of Managed IT customers.    Capable of troubleshooting and resolving a broad range of issues, this position collaborates between OTDI Desktop Support and Infrastructure teams to support Active Directory, Azure Active Directory and Endpoint Services.  This position will liaise between the IT Service Desk and Infrastructure services providing the nth level of support, updating documentation, and working with engineers to resolve complex issues across the enterprise endpoint environment to ensure stability, reliability and acceptable performance.

Provide outstanding customer service, escalation support, training and advanced technical assistance to customers and other support specialists for solving software, hardware, configuration, network, and other technical issues across a wide range of Windows, MacOS, and mobile platforms.   

Work closely with all levels of Managed IT customer faculty, staff, and students to understand technical needs and current use.  Coordinate between the IT Service Desk and Infrastructure services issues impacting customer areas.

Critical tasks performed by this area also include communicating, tracking and reporting computing related incidents. Will serve as desktop support for onsite and remote technical assistance.   Create and provide documentation and training on OTDI IT support processes and tools.

May serve as on-call escalation point.  May be required to work a flexible schedule, which could include evenings and weekends.

Required Education and Experience:

2+ years of professional experience providing customer service and IT support in a technical environment.   Experience supporting Windows, Mac OS, and mobile devices. Experience with audio/visual equipment used in teaching, meeting, and event spaces.  Ability to work as part of a team and take the initiative to work independently. Ability to maintain and manage information and documentation in an organized, systematic way.  Excellent interpersonal skills, including verbal, nonverbal and written communication skills.

Desired Education and Experience:

Project Management skills and experience. Experience with technical writing and creating technical documentation. Experience with image management and deployment. Experience with and exposure to a wide variety of commercial and educational productivity applications. Experience with support systems and remote desktop technologies. Professional experience in a university setting.

Information Technology, Endpoint Engineering, Analyst 2

Additional Information:

Target Hiring range for this position is $58,100-$77,400 

Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.

Location:
Mount Hall (0311)

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.