H-Tech Supports
Infrastructure Engineer
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Role Summary
The L2 Infrastructure Support Engineer provides advanced onsite and remote support for both end-user computing and local branch/site network infrastructure. This role acts as the primary escalation point for desktop hardware/software issues and local connectivity incidents, ensuring site stability and operational uptime.
Key Responsibilities
- Desktop Support: Provide advanced L2 support for Windows 10/11, Microsoft 365, Teams, and OneDrive. Handle OS deployment, patching, and application management using Intune/SCCM.
- Identity & Access: Manage Active Directory and Entra ID accounts, including permission troubleshooting and MFA support.
- Local Network Connectivity: Diagnose and resolve local site network issues, including physical layer (cabling/patching) and data link layer (VLAN/port security) connectivity.
- Network Hardware Support: Perform routine troubleshooting and replacement of edge/access hardware (e.g., Cisco Catalyst/Aruba access switches, WAPs). Manage local console access for device diagnostics.
- Edge Routing & VPN: Troubleshoot local IP configuration, DHCP/DNS resolution, and standard VPN/client-to-site connectivity issues.
- Monitoring & Incident Management: Utilize monitoring tools (e.g., PRTG/SolarWinds) to identify outages and escalate to the Network Engineering team when root-cause requires configuration changes or core routing intervention.
- Data Center Operations: Perform remote-hands support for rack-and-stack, cabling, and physical link verification in the server room.
- Documentation: Maintain accurate site diagrams, asset registers, and knowledge articles for repeatable troubleshooting steps.
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Technical Skills
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- Desktop/Cloud: Microsoft Intune, Windows Autopilot, SCCM/MECM, M365.
- Identity: Active Directory, Entra ID (Azure AD).
- Network (Troubleshooting): TCP/IP, DNS, DHCP, Wi-Fi (WLC/AP status), and standard VPN troubleshooting.
- Switching: Familiarity with L2 concepts (VLANs, Trunking, Port Security, LACP).
- Tools: Proficient in ServiceNow, Wireshark (packet capture basics), and terminal clients (PuTTY/TeraTerm).
- Security: Basic ACL understanding and awareness of firewall client issues.
Preferred Certifications
- CompTIA Network+ or CCNA (Focus on troubleshooting and operations).
- MD-102 (Endpoint Administrator).
- ITIL Foundation (Service management focus).
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