Job Description

Job Summary: We are seeking an experienced IT Support Engineer to join our dynamic Global Technology Services team. This role involves hands-on technical support and project-based implementation of a wide range of IT infrastructure technologies. The ideal candidate will have strong expertise in Citrix and Office 365 administration, along with a solid foundation in networking, servers, and end-user support. This role also acts as the facility lead for infrastructure projects, including new construction or relocation efforts. Key Responsibilities:

• Lead and support implementation of IT infrastructure projects, including network hardware, servers, cabling, PCs, and related software.
• Provide advanced technical support for escalations from the Service Desk.
• Communicate and escalate incidents and service requests as appropriate.
• Log, track, and review incidents and requests to ensure timely resolution.
• Investigate and resolve hardware issues; perform minor hardware repairs and communication line troubleshooting.
• ct as the on-site technical lead for facility infrastructure implementations and real estate transitions.
• Conduct user training sessions on proper technology usage.
• Collaborate and mentor Technical Analysts and other GTS personnel.
• Participate in facility-level IT project planning and budgeting activities.
• ttend departmental meetings, training, and committees to support continuous improvement.
• Ensure compliance with GTS policies, procedures, and technology standards.
• Perform other IT support duties as assigned.

• 4-7 years of experience with Citrix Administration (setup, support, and troubleshooting).
• 4-7 years of experience with Office 365 Administration (Exchange Online, Teams, SharePoint, licensing, etc.).

• Network infrastructure (Switches, Routers, Firewalls)
• Server environments (Windows/Linux)
• End-user device setup and troubleshooting (PCs, peripherals)
• Cabling and hardware installation
• Technical support and issue resolution in a fast-paced environment

• Strong analytical and problem-solving skills.
• Excellent communication, documentation, and organizational abilities.
• Experience leading infrastructure components of facility builds, relocations, or upgrades is highly desirable.

• Relevant IT certifications (e.g., CompTIA, Microsoft, Citrix, Cisco)
• Experience working in healthcare, manufacturing, or similarly regulated environments
• Familiarity with ITIL processes and service management tools

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