Information Technology Infrastructure Engineer — Montgomery, IL

IT Infrastructure Engineer

Montgomery, Illinois

5 days on site

About XfzMe KE xWFJ9

It all started with one bag of books rescued from landfill. Since 2002, we've grown into a certified B Corp and one of the world's largest online sellers of preloved books and media. Everything we do helps us read more and waste less. With $270M+ in annual sales, we sell to customers in 190+ countries, which is made possible by our global teams across the US, UK and Hungary.

Our mission hasn't changed since day one. We want to be the planet's bookstore and we're doing that by protecting the planet, supporting charities and championing a circular economy. Every year we reuse or recycle over 85 million books, and we've rehomed more than 100 million so far. Through

XfzMe KE xWFJ9, you can buy preloved and new books, or sell us the ones you've finished with for cash. That's fewer books gathering dust, less in landfill, and more in the hands of people who will love them. For us, purpose and performance go hand in hand. The more we grow, the more books we keep in circulation, the more readers we reach, and the bigger the difference we make for people and planet. The preloved books market is a huge global opportunity, and with our scale, supplier relationships and marketplace reach, we're ready to lead the way. If you want to help us do that, you're in the right place.

Read more. Waste less.

About the role

This role will require strong technical expertise in Microsoft Windows, Microsoft 365, Active Directory and End User Computing technologies, along with excellent communication and problem-solving skills. You will be working across multiple levels of support, including 1st, 2nd, and 3rd line, and will be responsible for addressing and resolving support requests by actioning service desk tickets.

Additionally, you will be providing technical support and expertise for Operations projects and will be expected to be the main point of contact for any requests from Operations or warehouse users.

Main Responsibilities

Some of the key responsibilities for this new role are:

• Provide exceptional customer support by promptly responding to and resolving IT infrastructure issues reported by clients.

• Troubleshoot and resolve hardware, software, and network-related problems in a timely manner, adhering to established service level agreements.

• Become the main point of contact between the IT team and the Operations team: fully engage with and become the IT team’s representative on Operations projects, work with the Operations team to identify technical improvements and opportunities.

• Perform regular system monitoring, maintenance, and performance tuning to ensure optimal performance, availability, and security of IT infrastructure systems.

• Collaborate with clients to understand their requirements and provide expert guidance on IT infrastructure solutions that align with their business objectives, while ensuring compliance with IT security practices.

• Manage assigned IT projects, including defining project scope, objectives, timelines, and deliverables, and ensure successful project execution, with a focus on security considerations.

• Provide end-user (office and warehouse) support for computing hardware, including Windows laptops, desktops, mobile devices, PDAs and other end-user devices.

• Create and manage documentation, including system configurations, technical procedures, project plans, and user guides, incorporating IT security guidelines and best practices.

• Collaborate with cross-functional teams to troubleshoot complex technical issues and provide expert resolutions, while maintaining the highest IT security standards.

• Stay updated on industry trends and advancements in IT infrastructure technologies and security practices, and proactively recommend improvements and strategies to enhance IT infrastructure operations.

About You

To be successful in this role you will need proven experience in supporting and maintaining IT systems, with a focus on user-centric support of technologies such as Microsoft Windows, Microsoft 365, Active Directory and end user devices such as laptops, desktops and mobile devices. Linux and Android knowledge would be beneficial.

Other key required skills are:

• Expertise in providing customer-facing support and excellent interpersonal skills.

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities with a keen attention to detail.

• Ability to work across multiple levels of support, including 1st, 2nd, and 3rd line, and handle service desk tickets efficiently.

• Ability to work independently as well as collaboratively in a team environment.

• Familiarity with ITIL best practices and experience working within an ITIL framework.

• Knowledge of networking concepts, protocols, and security practices, including familiarity with IT security concepts.

Desired qualifications include:

• Relevant certifications (e.g., Microsoft Certified: Azure Administrator Associate, MCSE, Certified Information Systems Security Professional) are a plus.

XfzMe KE xWFJ9 is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.