Infrastructure Engineer II at HelpSystems LLC in San Antonio, Texas

Posted in Other 10 days ago.

Job Description:


The Infrastructure Engineer II's role includes receiving, prioritizing, documenting, escalating and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and service desk request tracking tools, working with local and remote users, and providing support at the user endpoint level. As a member of the IT Infrastructure team, you will participate throughout the troubleshooting lifecycle by taking responsibility for the incoming service desk requests and their resolution.


  • Field incoming service desk requests from end users via both Jira, which is our service desk ticketing system, and telephone in a courteous manner.

  • Build rapport and draw problem details from service desk customers.

  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate group or engineer.

  • Apply diagnostic utilities to aid in troubleshooting.

  • Conduct post-resolution follow-ups to service desk requests.

  • Serve as next level of escalation for junior members of the team.

  • May be tasked periodically to join a Tiger Team to resolve and streamline large scale issues for all members of the team to then follow.

  • You will also play an important role by participating in the general activities to improve the processes in the company.

  • Identify and learn appropriate software and hardware used and supported by the organization. 

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.  

  • Develop Knowledge Zone articles for end users and other members of the team. 

  • Access software updates, drivers, knowledge bases, and frequently asked questions resources both on the internal

  • Knowledge Zone and on the internet to aid in problem resolution.


  • Advanced experience working on an IT Infrastructure focused team.

  • Advanced knowledge and experience supporting Microsoft products (operating systems and M365).

  • Advanced knowledge and experience of Active Directory related tasks.

  • Sufficient networking knowledge and experience to perform troubleshooting to diagnose, document and resolve networking related issues.

  • Advanced knowledge and experience of virtualization platforms like VMware.

  • Advanced hands-on experience working in cloud platforms to include Azure and AWS.

  • Advanced knowledge of computer hardware in order to diagnose, document and resolve hardware related issues.

  • Strong communication skills to effectively collaborate with your local and international colleagues, and deal with end users both in person and remotely (on the phone or using remote support tools).

  • Ability to conduct research into a wide range of computing issues as required independently.

  • Strong willingness to work outside of your "comfort zone."

  • Sufficient capabilities with scripting in PowerShell and/or automation via Ansible

HelpSystems is passionate about making life easier for modern organizations and improving the lives of our customers. As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more!

Check out our website to learn more about HelpSystems and apply by visiting our Careers page. We encourage you to check out our Glassdoor page as well.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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