Job Title :Senior Infrastructure Support Engineer - Network & End-User SupportPosition Overview Support enterprise infrastructure and end-user technology in a hands-on onsite environment where advanced network troubleshooting and strong desktop support expertise are equally important. This role combines senior-level network diagnostics, enterprise endpoint support, connectivity troubleshooting, and onsite incident resolution to maintain reliable technology services and restore business operations.
The ideal candidate is an experienced infrastructure support professional who can independently troubleshoot complex network and user-device issues, work directly with end users, and coordinate effectively with remote engineering teams and site stakeholders.
What You'll Do / Key Responsibilities - Provide advanced onsite support for desktops, laptops, docking stations, printers, mobile peripherals, Windows devices, and end-user connectivity.
- Own complex or escalated end-user computing incidents and perform hands-on troubleshooting and service restoration.
- Diagnose LAN/WAN, wired and wireless connectivity, switching, routing, VLAN, TCP/IP, DNS, DHCP, VPN, and network access issues.
- Support approved network configuration changes and assist with restoring network services.
- Investigate network-security connectivity dependencies involving firewalls, ACLs, proxies, and remote access.
- Coordinate firewall rule changes and security-related events with authorized teams.
- Troubleshoot voice and collaboration issues involving IP telephony, headsets, conferencing, and network quality.
- Engage telecom specialists when required to resolve voice and collaboration issues.
- Use monitoring alerts, logs, and service-management records to triage P1/P2 incidents, restore services, escalate appropriately, and document causes and corrective actions.
- Perform physical onsite validation, cabling and peripheral checks, and hands-on troubleshooting.
- Coordinate with remote engineering teams and onsite stakeholders to resolve infrastructure and end-user issues.
- Execute only authorized changes and maintain device records, support documentation, and knowledge articles.
- Participate in shift handoffs, major incidents, and the onsite on-call rotation.
Required Qualifications - 7+ years of experience in infrastructure operations with demonstrable senior-level network troubleshooting and strong enterprise deskside/endpoint support experience.
- Solid hands-on understanding of enterprise switches, routers, firewalls, and common connectivity diagnostic methods.
- Ability to independently isolate user-device, network, and service-related problems.
- Strong communication skills, including the ability to communicate clearly with nontechnical users and specialist technical teams.
- Ability to participate in rotational on-call coverage, including emergency site attendance requirements.
Preferred Qualifications - Cisco CCNA/CCNP, Network+, security, or endpoint-management certifications.
- SolarWinds or equivalent monitoring experience.
- Experience with Microsoft 365.
- Experience supporting IP telephony and collaboration platforms.
- Experience with ITSM tools.
- Experience in HIPAA-aware or other regulated 24x7 environments.
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