Job description

Job Summary: We are seeking an experienced IT Support Engineer to join our dynamic Global Technology Services team. This role involves hands-on technical support and project-based implementation of a wide range of IT infrastructure technologies. The ideal candidate will have strong expertise in Citrix and Office 365 administration, along with a solid foundation in networking, servers, and end-user support. This role also acts as the facility lead for infrastructure projects, including new construction or relocation efforts. Key Responsibilities: • Lead and support implementation of IT infrastructure projects, including network hardware, servers, cabling, PCs, and related software. • Provide advanced technical support for escalations from the Service Desk. • Communicate and escalate incidents and service requests as appropriate. • Log, track, and review incidents and requests to ensure timely resolution. • Investigate and resolve hardware issues; perform minor hardware repairs and communication line troubleshooting. • Act as the on-site technical lead for facility infrastructure implementations and real estate transitions. • Conduct user training sessions on proper technology usage. • Collaborate and mentor Technical Analysts and other GTS personnel. • Participate in facility-level IT project planning and budgeting activities. • Attend departmental meetings, training, and committees to support continuous improvement. • Ensure compliance with GTS policies, procedures, and technology standards. • Perform other IT support duties as assigned. Required Skills & Experience: • 4 7 years of experience with Citrix Administration (setup, support, and troubleshooting). • 4 7 years of experience with Office 365 Administration (Exchange Online, Teams, SharePoint, licensing, etc.). • Proven hands-on experience with: • Network infrastructure (Switches, Routers, Firewalls) • Server environments (Windows/Linux) • End-user device setup and troubleshooting (PCs, peripherals) • Cabling and hardware installation • Technical support and issue resolution in a fast-paced environment • Strong analytical and problem-solving skills. • Excellent communication, documentation, and organizational abilities. • Experience leading infrastructure components of facility builds, relocations, or upgrades is highly desirable. Preferred Qualifications: • Relevant IT certifications (e.g., CompTIA, Microsoft, Citrix, Cisco) • Experience working in healthcare, manufacturing, or similarly regulated environments • Familiarity with ITIL processes and service management tools

Requirements