Job Description

Description & Requirements
Summary: This role involves providing advanced technical support for end-user devices and systems, ensuring smooth operations across hardware, operating systems, applications, and network services. The engineer will act as a key escalation point for complex issues, mentor junior staff, and collaborate with cross-functional IT teams.
Responsibilities:

• Provide Level 2/3 support for laptop hardware issues (diagnostics, replacements, vendor coordination).

• Troubleshoot and resolve OS-related issues across Windows, Linux (Ubuntu), and macOS.

• Assist users with issues related to applications, VPNs, printers, email, and network connectivity.

• Mentor and coach junior IT support engineers; lead knowledge-sharing sessions.

• Maintain detailed documentation, SOPs, and troubleshooting playbooks.

• Collaborate with IT Infrastructure, AV, and Security teams to address cross-functional issues.

• Manage incident tickets and service requests using ticketing systems.

• Ensure timely resolution of issues within defined SLAs.

• Participate in IT asset lifecycle activities including deployment, refresh, and return.

• Support remote and in-office users

Basic Qualifications:

• 2-4 years of experience in IT support with multi-OS exposure.

• Strong knowledge of Windows 10/11, Linux (Ubuntu), and macOS support.

• Hands-on experience with laptop diagnostics, repairs, and warranty handling (Dell, HP)

• Experience mentoring junior team members or acting as a team lead/escalation point.

• Familiarity with Active Directory, remote support tools, and endpoint security practices.

• Strong communication and interpersonal skills.

• Excellent analytical and problem-solving abilities.

Preferred Qualifications:

• Certifications: CompTIA A /N , Microsoft (MCSA/MCP), Apple ACSP, ITIL Foundation.

• Familiarity with scripting (PowerShell, Bash) for automation is a plus.

• Experience supporting hybrid workforce (remote on-site) setups.

• Exposure to asset management tools and ITIL frameworks.

About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
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Skills Required