The primary role of the IT Infra OPS Support Engineer is providing 1st and 2nd level technical support towards professional users. You will be answering questions, analyzing problems, and come up with a solution for simple and complex incidents/problems. The IT problems are very diverse and challenging, from installing simple software to troubleshooting network or server performance. Primary duties and responsibilities: · Take ownership of support requests and incidents, ensuring they are resolved and ensure customers are communicated to at all times · Accurate identification of user problems via IT support tools and remote tools · Analyze, Diagnose and Resolve Windows Server OS / Network, application-related issues of end-user · Correct identification of the cause of the problem and determination of the most suitable solution · Accurate and timely escalation of problems to specialist support teams · Provide mentoring for the junior IT Infra OPS Support Engineers · Contribute new procedures and policies within the IT department and maintain current procedures and policies · Assist on IT Project work as you grown your engineering experience