EUC Infrastructure Support Engineer

Collinson Group•Dallas, TX

About The Position

This role supports Team Members with IT services and infrastructure in the Americas region as part of a cross-functional global technology team. The engineer manages and supports PC, mobility, server, and network systems in compliance with Collinson policies and PCI-DSS controls. Working with Collinson technical teams, personnel, and external suppliers, the role contributes to improving service and infrastructure support capabilities. It also handles first- and second-line internal customer support enquiries, ad-hoc operational support, and training Team Members on Collinson services as appropriate. The position contributes to governance and the maintenance of yearly PCI-DSS certification. The role includes resolving incidents and service requests, maintaining end-user computing environments, supporting approved software and infrastructure, tracking assets and licenses, and documenting deployment processes and user guidance. It also involves ongoing communication and collaboration with IT teams, end-user training, and reporting to the Line Manager. The role requires flexibility for occasional work outside normal hours or days and participation in a rotating weekend on-call schedule as needed.

Requirements

Bachelor’s degree in MIS or CS, an applicable trade school degree, or equivalent applicable education, and 3–5 years of applicable work history.
Experience with MDM technology.
Excellent interpersonal skills and the ability to provide a positive customer experience.
Ability to prioritize and perform multiple tasks.
Excellent attention to detail.
A caring attitude and high standards of conduct and professionalism.
Flexibility to work outside normal hours and/or days when service restoration, updates, or other work requires it, whether scheduled or unscheduled.
Participate in a rotating on-call schedule for weekend incidents as needed.
Self-motivated and able to work within a local, regional, and global team.
Active group participation and ability to work as a team player.
Ability to work in an open office environment and remotely.
Ability to maintain composure and demonstrate a can-do attitude when faced with challenges.
Ability to work independently with minimum supervision, exercise sound judgment within established guidelines, and interpret, apply, explain, and reach sound decisions.

Nice To Haves

Microsoft Certified Professional certification.
ITIL Foundations v4 certification.
CompTIA A+ certification.
CompTIA Network+ certification.
CCNET certification.
Applicable AWS and Azure foundational certifications.
HDI Support Centre Analyst, Desktop Support Technician, and/or Technical Support Professional qualification.
Experience supporting Macs in an enterprise environment.
Experience working with Avaya VOIP and Omni Channel technologies.
Ability to speak Spanish and/or Portuguese.

Responsibilities

Respond to user service requests, troubleshoot incidents and problems, develop solutions, make minor equipment repairs, and arrange other service needs as appropriate.
Manage day-to-day incidents and service requests and resolve them in a timely manner using the ITSM tool of record.
Verify scheduled backups have completed as expected to maintain a working end-user compute environment.
Refine and document build and deployment processes so they are transparent, reliable, efficient, and repeatable throughout the deployment lifecycle.
Install and support Microsoft Office applications, including Exchange and Office 365, and other approved software as needed.
Log software and support license details and track assets.
Perform basic PC, network, and mobility troubleshooting.
Analyze server and network activity and maintain performance monitoring systems and other software, such as intrusion detection and virus-scanning applications.
Assist with maintaining local servers, VPNs, and system backups in compliance with Collinson requirements and PCI-DSS controls.
Assist with creating, editing, and maintaining user accounts, permissions, and passwords.
Identify problems and proactively suggest process improvements as applicable.
Communicate with other Collinson IT teams about new or revised solutions, improved security processes, and the development of new attacks and threats.
Help develop and lead an ongoing Tech Bar training program based on end-user feedback requests.
Contribute Knowledge Base content in line with writing styles and content guidelines.
Create and maintain appropriate User Guides and publish updates as needed.
Submit a weekly status report to the Line Manager.