The Infra Technology Specialist role focuses on driving robust IT service management and end user experience across a hybrid work model for a large multinational organization. The specialist will optimize Nexthink and Service Now Windows environments, networking, and remote desktop support to ensure reliable services, seamless incident resolution, and continual improvement for global employees while aligning with business objectives and compliance standards.
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Responsibilities:
- Manage end user service delivery across hybrid work environments by monitoring incidents, requests, and trends to maintain consistent quality and reliability of IT services.
- Coordinate complex incident and request handling through structured IT service management practices to ensure timely resolution and clear communication to stakeholders.
- Optimize Nexthink-based endpoint analytics by identifying behavior patterns, performance bottlenecks, and user experience issues, then driving targeted remediation to improve system stability and productivity.
- Configure and maintain Service Now workflows for incident, request, problem, and change management ensuring process compliance and effective automation of operational tasks.
- Maintain secure and stable Windows based client environments through standard configurations, patching schedules, and policy controls to support compliance frameworks and reduce operational risk.
- Troubleshoot remote desktop support issues to restore user access and minimize downtime.
- Diagnose and resolve network connectivity problems affecting end users, focusing on root cause analysis and sustainable corrective actions.
- Develop and refine runbooks, knowledge articles, and support documentation for consistent service desk operations and user empowerment.
- Collaborate with cross-functional technology teams to assess infrastructure changes and coordinate smooth transitions while maintaining business continuity.
- Analyze service performance metrics and produce actionable insights to guide capacity planning and continual improvement initiatives.
- Implement standard IT service management controls for incident prioritization and major incident management to protect critical business functions.
- Engage with business stakeholders to gather feedback on service quality and ensure technology solutions support organizational objectives.
Qualifications:
- Advanced IT service management expertise using frameworks such as ITIL.
- Hands-on experience with Nexthink to configure meaningful dashboards and proactive alerts.
- Strong Service Now skills to customize forms, routing rules, and automation features.
- Proficiency in Windows client administration.
- Solid networking knowledge for diagnosing connectivity issues.
- Experienced in providing desktop support across remote and hybrid models.
Language Requirements:
- Strong communication skills in English, with the ability to explain technical issues in accessible language to global users.
