ThunderSoft Hiring! Full Time Senior IT Infrastructure - End User OperationsEngineer in Federal Territory - Ricebowl

1. IT Operations & End User Support

• Lead daily IT operational support across enterprise users.
• Ensure high availability of IT services through proactive monitoring and incident management.
• Own ServiceNow ticket quality, KPI reporting, and operational excellence.
• Act as escalation point for Level 1 and Level 2 support teams.

Primary responsibilities include:

• Incident Management
• Problem Management
• Service Request Management
• Knowledge Management
• User Experience Improvement

2. Windows, Linux & Enterprise Infrastructure Administration

Strong administration experience in:

• Windows Server
• Linux
• UNIX

Responsible for:

• Server administration
• System installation & configuration
• Patch management
• System upgrades
• Performance monitoring
• Capacity planning
• System troubleshooting

3. Enterprise Collaboration & Video Conferencing

One of the largest portions of the role.

Hands-on administration of:

• Microsoft Teams Rooms
• Cisco Video Conferencing
• Poly
• Zoom
• WebEx
• Pexip/CVI
• Qumu

Responsibilities:

• Conference room deployment
• AV equipment installation
• Endpoint configuration
• Live event support
• Town Hall production
• Executive meeting support
• Streaming services

4. Audio Visual (AV) Infrastructure

Strong experience with:

• Cameras
• Microphones
• Audio mixers
• Video switchers
• Projectors
• Displays
• AV Control Systems

Able to:

• Install
• Configure
• Troubleshoot
• Maintain
• Upgrade AV environments

5. IT Service Management (ITSM)

Experience using:

• ServiceNow

Knowledge of:

• SLA management
• Incident lifecycle
• Problem management
• Change management
• Knowledge articles
• KPI reporting