Engineer - Cloud & Infra Management

Engineer - Cloud & Infra Management Job Title IT Service Desk Agent< Responsibilities< < First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat< Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions< Solution Determination Analyze issues and determine the best solution based on customer details< Problem Solving Guide customers through problem solving steps< Escalation Escalate unresolved issues to the appropriate support level< Documentation Maintain accurate logs of events problems and resolutions< Feedback Relay customer feedback or suggestions to internal teams< Improvements Identify process improvements and suggest enhancements< Requirements and Skills< Experience 12 years in a help desk or customer support role< Computer Literacy Understanding of computer systems mobile devices and software applications< ITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations Preferred< Communication Excellent communication skills in English< Customer Centric Customer oriented and patient< Education BSc BA Computer Science or a relevant field< 24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNow< Azure infrastructure dashboard monitoring< Drive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failures< Unauthorized change monitoring via config mgmt tool< Team will be responsible to monitor failed OS patches perform server reboots and escalation to L3< ServiceNow ticket creation and escalation to L2L3 Team as appropriate Initiate MIM for Critical tickets P1s Major Incidents Vendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble Acronis Coordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumen has context menu Note * Shift timing will be 24/7 rotational * No WFH/Hybrid options need to report client office from Day1 Houston - Texas - USA5 - 10 Years10R Houston - Texas - USA04-Mar-2026NACTIVE1445045 Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server

Created: 2026-04-02