IT Engineer Cloud, Infrastructure and ITOps

The client is seeking an experienced IT Operations professional to join their Enterprise Service Desk team. This role serves as the first and second line of support for IT-related issues, ensuring smooth operations across the organization. The ideal candidate will have strong technical troubleshooting skills, excellent time management, and a customer-first mindset.

• Serve as the initial and secondary point of contact for IT incidents and service requests via phone, email, or ticketing system.
• Manage and prioritize tickets in the queue, ensuring compliance with SLAs and timely resolution.
• Provide first- and second-level troubleshooting for:Windows Operating Systems General networking issues OS and printer troubleshooting
• Assist with password resets, account unlocks, and basic access management tasks.
• Escalate complex issues to higher-level support teams when necessary.
• Document all interactions, resolutions, and updates accurately in the ITSM tool.
• Contribute to knowledge base articles and process improvement initiatives.
• Maintain strict adherence to security and compliance protocols, especially in a financial environment.

• Education: Associate degree in IT, Computer Science, or equivalent experience.
• Experience:1–3 years in IT support or operations, preferably in financial services. Hands-on experience with Windows OS, networking fundamentals, and printer troubleshooting.
• Technical Skills:Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow).
• Soft Skills:Strong time management and ability to handle multiple priorities. Excellent communication and interpersonal skills. Critical thinking, common sense, and kindness as core attributes for success.

• ITIL Foundation certification.
• Experience in enterprise-level IT environments.
• Knowledge of cybersecurity best practices.