Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased access to energy, resources, and vital services, and made the world a safer, cleaner place.

Differentiated by the quality of our people and our relentless drive to deliver the most successful outcomes, we align our capabilities to our customers’ objectives to create a lasting positive impact.

We serve the Infrastructure; Nuclear, Security & Environmental; Energy, and Mining & Metals markets. Our services span from initial planning and investment, through start-up and operations. Core to Bechtel are our values – ethics, safety, quality, people, culture, relationships, innovation and sustainability, and our covenants – integrity, respect, collaboration, trust, and delivery. They are what we believe, what customers can expect, and how we deliver.

About the Role

The Infrastructure Support Lead will be part of the global IT support team managing IT Deskside Support and operations. The position will be responsible for supervising and coordinating IT support staff and leading technical implementations spanning multiple functions. Supervising day to day operations which have local as well as global impact along by setting priorities, managing change and resolving issues. As Infrastructure Support Lead, position will be the point of contact for all team members and IT functions and should be able to act proactively to ensure smooth team operations and effective collaboration.

Position Duties/Responsibilities

Provide supervision and coordination of IT operations and services, and supervision of the IT team as required

Responsible for smooth team operations and effective collaboration

Responsible for creating an inspiring team environment with an open communication culture

Responsible for monitoring team performance and reporting on metrics

Should be able to identify training needs and provide coaching & feedback

Lead/Follows the established technology standards, policies, support processes and security requirements

Conduct project reviews on schedule, prepare and issues progress reports, raise and/or escalate any identified issues to the appropriate level for action

Responsible for endpoint configuration (PCs as well as mobile devices), deployment and upgrade

Responsible for deploying and supporting standard collaboration technologies such as Microsoft Teams, Teams Enterprise Voice, OneDrive, Video conferencing endpoints and smart displays like Surface Hubs

Responsible for device management, endpoint analytics and end user support through tools like AAD, Intune, SCCM and ServiceNow

Responsible for servicing incident and request tasks for deployed infrastructure services to end-users, including resolving complex problems

Troubleshoots user access and authentication issues associated with Active Directory (AD) as well as Azure AD (AAD) and multi-factor authentication tools

Reviews, monitors and augments IT reports, dashboards and metrics related to infrastructure, service delivery and customer satisfaction; and recommends process improvement / workflow automation solutions

Develops IT support guides, training material and shares knowledge, ensuring IT team knows how to configure and support any deployed solutions

Develops communications to notify end users of upcoming changes, outages and user guides.

Responsible for deployment of network hardware like switches, routers and access points and associated patching as well as support for Local Area Network and Wireless Network.

Supports computer endpoint peripherals including printers, multifunction devices, port replicators, docking stations, etc. (including Follow Me Print solutions).

Responsible for end-user hardware asset and configuration life cycle management through tools like ServiceNow

Performs moves, adds, and changes

Coordinates and leads special projects and tasks with cross-functional teams on as needed basis

Travels to offices/ job sites for short term project support

Provides proactive support to executives and VIPs globally (direct as well as remote)

Qualifications and Experience:

Qualifications

Bachelor's degree (or international equivalent) in Computer Science or Information Technology or a minimum 7 - 10 years of relevant work experience in lieu of a degree

Supervisory Skills

3-5 years of management or supervisory experience

Track record of continuous improvement: Managing ticket resolution, assignment and follow up of ticket stats and help desk metrics.

In depth knowledge of Performance metrics: Oversee the completion of Service Level Objectives

Decision-making skills

Interpersonal Skills

Highly confident, with excellent interpersonal and communication skills

Analytical, innovative and achievement oriented professional

Excellent time management skills, ability to work under pressure and meet deadlines

Ability to manage competing and fluctuating business priorities

Proven leadership experience in managing multiple cross-functional teams or projects

Technical Knowledge

Advanced knowledge of IT Infrastructure Management and IT security practices

Providing solutions, troubleshooting complex issues

Advanced expertise in ServiceNow

Fully proficient in managing hardware Assets

Vendor Management

End User computing (Advanced)

Windows 10

Virtual Desktop

Mobile Devices

Azure Active directory

Microsoft Inune

Modern Collaborative Technologies & Cloud Computing Tools (Advanced)

Teams Enterprise Voice and Video

Teams, SharePoint, OneDrive

Network Topology & Security (Intermediate)

Switch port configuration and support for LAN infrastructure

Troubleshooting skills on Wireless technology using tools like Aruba Airwave

Knowledge of Network monitoring and troubleshooting tools such as Wireshark

What We Offer

At Bechtel we offer a competitive salary package with the opportunity for flexible working to achieve greater work-life balance. Employee wellbeing is at the centre of our business and Bechtel is committed to offering you the benefits and resources to live healthy lives. We can offer:

Flexible Working

Private Medical Coverage

Life Insurance Program

Pension Scheme

Employee Assistance Program

Long Term Disability Scheme

Our Commitment

Bechtel’s Vision, Values and Covenants commit us to the ideals of fairness, diversity, inclusion, trust, and collaboration, among others. These values help define our culture, our way of doing business, and the positive impact we aspire to make in the world through our people and projects. At our project sites and offices, we have many colleagues from different nationalities, religions, and backgrounds working together to accomplish amazing things.