Enterprise System Analyst

Infrastructure Engineer (End User Computing | Tier 1.5 Support)

We are seeking a highly motivated and technically capable Infrastructure Engineer to join our IT Operations team. This role is responsible for providing Tier 1.5 end user support, maintaining end user computing infrastructure, and ensuring a reliable, secure, and responsive IT service experience for employees.

You will act as a key frontline and escalation support resource, handling inbound calls and chats, resolving issues beyond basic Tier 1 troubleshooting, and working closely with Tier 2 / Tier 3 teams to ensure timely resolution of incidents.

Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.

We are modernizing IT operations to deliver reliable, scalable, and employee-centric IT services. This role will help improve service quality through effective end user support, proactive issue resolution, and strong collaboration across IT teams, while maintaining high standards of documentation and operational discipline.

Responsibilities

• Provide Tier 1.5 technical support to end users, handling issues that require deeper troubleshooting
• Support a rotational shift model, providing coverage across business hours and regions as required
• Handle a combination of inbound calls, chat, and remote support, delivering a high standard of customer service
• Diagnose and resolve issues related to desktops, laptops, mobile devices, remote access, VPN, and enterprise applications
• Support & troubleshoot Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Microsoft Teams)
• Support device and endpoint management using Microsoft Intune, including device enrollment and basic policy troubleshooting
• Assist with identity and access management using OKTA & Microsoft Entra ID (Azure AD), including user accounts, group membership, MFA, and access-related issues
• Support collaboration and communication tools such as Zoom, including meeting access and audio/video troubleshooting
• Install, configure, maintain, and troubleshoot desktop computers, laptops, peripherals, and mobile devices
• Perform basic hardware troubleshooting, coordinate vendor warranty repairs, and assist with asset lifecycle management
• Troubleshoot network connectivity issues on end-user devices (wired and wireless)
• Use remote access and support tools such as BeyondTrust to efficiently diagnose and resolve user issues
• Log, track, and update incidents and service requests in the helpdesk system to ensure SLA compliance
• Identify recurring issues, perform initial root cause analysis, and recommend improvements or automation opportunities
• Escalate unresolved or complex issues to Tier 2 or Tier 3 teams, ensuring complete documentation and smooth handover
• Contribute to and maintain knowledge base articles, troubleshooting guides, and standard operating procedures
• Collaborate with infrastructure, network, application, and security teams to resolve cross-functional issues

Minimum Qualifications

• Any graduate or equivalent qualification
• 2+ years of experience as Helpdesk, Service Desk, or IT Support
• Experience providing Tier 1.5 end-user support in an enterprise environment
• Experience handling high-volume inbound calls and chat support
• Strong working knowledge of Windows 10 and Windows 11
• Hands-on experience supporting Microsoft 365, including Exchange Online, SharePoint, OneDrive, and Microsoft Teams
• Experience with Microsoft Intune for endpoint and device management
• Experience supporting OKTA and Microsoft Entra ID (Azure AD) for user access, MFA, and identity-related issues
• Experience supporting collaboration tools such as Zoom
• Hands-on experience troubleshooting desktop hardware, laptops, and peripherals
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Hands-on experience using remote access tools such as BeyondTrust, TeamViewer, or similar
• Experience working with ServiceNow or a similar ITSM tool for incident, request, and knowledge management
• Practical understanding of ITIL practices (Incident, Request, Problem Management)
• Experience creating and maintaining knowledge base (KB) articles and support documentation
• Strong problem-solving and analytical skills
• Good customer service and communication skills (verbal and written)
• Ability to work independently and as part of a team

Preferred Qualifications

• Experience working in a service desk or IT operations environment supporting enterprise users
• Exposure to Tier 2 support processes and structured escalation models
• Experience supporting remote workforce, VPN access, and mobile users
• Familiarity with IT asset management and inventory systems
• Exposure to automation or scripting to reduce repetitive support tasks
• Strong understanding of incident, problem, and request management processes
• Ability to identify improvement opportunities and contribute to service optimization initiatives
• Experience collaborating with global teams and cross-functional IT departments
• ITIL certification

About Convera

• Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction.
• Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
• Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
• As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
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• We offer an abundance of competitive perks and benefits including:
• Competitive salary
• Opportunity to earn an annual bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work

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