Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary

We are seeking a forward-thinking professional with AI-first mindset to design, develop, and deploy intelligent frameworks leveraging Generative AI (GenAI) and Agentic AI frameworks within Workplace Endpoint Platforms. The ideal candidate should have a strong understanding of various Business Functions, a passion for innovation in AI, and rich experience with delivering enterprise grade technology solutions using Gen AI / Agentic AI Frameworks. This role requires the ability to conceptualize and implement AI-driven enhancements to traditional Workplace Endpoint management processes, driving the next generation of enterprise automation and intelligence.

The role involves designing, implementing, and managing enterprise endpoints (physical & Virtual) & apps across cloud and hybrid platforms. Responsibilities include modern device management with cloud foundations on M365. The engineer will work closely with cross-functional IT teams, business stakeholders, and vendor partners to deliver secure, scalable, and high-performing solutions that enable seamless end user experience.

Key Responsibilities

-Expected to perform independently and become an SME.

-Engage in end-to-end AI-enabled project delivery: requirement gathering, solution design, implementation, testing, and business adoption.

-Work with real-time AI platforms, integrating AI insights into enterprise decision-making workflows

-Engage with multiple teams and contribute on key decisions

-Expected to provide solutions to problems that apply across multiple teams

-Facilitate workshops and discussions to gather requirements and feedback from stakeholders

-Mentor junior professionals and assist in their development and understanding of application processes

Required Qualifications

-Ability to bridge technical AI concepts with business goals, ensuring timely delivery and stakeholder alignment.

-Hands-on experience in GenAI (LLMs, embeddings, vector databases) and Agentic AI applications (multi-agent systems, planning, reasoning) demonstrated through project implementations

-Strong fundamental knowledge of AI lifecycle, data analysis, statistical concepts of ML algorithms (supervised and unsupervised learning) and AI concepts of NN (Neural Networks) and NLP (Natural Language Processing)

-Designing Copilot prompts and copilots for workplace scenarios orchestrating LangChain RAG workflows grounded in approved content

-Solid grasp of prompt engineering, AI evaluation frameworks, value realization in AI projects

-Experience in Implementing collaboration governance frameworks including retention, compliance, and DLP

-Experience in automation leveraging DevOps pipelines and managing CI/CD workflows with tools such as Jenkins, GitLab CI, or GitHub Actions

-Exceptionally skilled in AgenticAI tools like CrewAI / Copilot Studio and other industry leading tools.

-Ability to improve the Digital Experience scores for business


Must Have Skills:

-Proficient in Application Packaging with AdminStudio or Advanced Installer

-Conversant in PowerShell, Python, AzureDevOps, Terraform

-Proficiency in Microsoft Intune, MECM and Microsoft 365.

-Experience with Virtual Desktop solutions like Citrix, Microsoft Azure Virtual Desktop, Microsoft Windows 365.

-Experience in endpoint applications lifecycle management

-Working experience in Digital experience tools like Nexthink, 1E Tachyon

-Ability to analyze business requirements and translate them into technical specifications.

-Familiarity with integration techniques and tools within the Workplace Cloud Platforms ecosystem

-Strong problem-solving skills, analytical thinking, and ability to manage complex hybrid environments.

-Excellent communication and stakeholder management skills.


Certifications (Required / Preferred)

-Microsoft Certified: Intune (MD-102) or equivalent endpoint certification (required or within 6 months).

-Microsoft Certified: Agentic AI Business Solutions Architect (AB-100) (currently in beta at the time of writing but required after it becomes generally available)

-AWS Certified Cloud Practitioner (preferred).

-Citrix DaaS/CVAD Associate or Professional (preferred).

-Nexthink certification (preferred).

-HashiCorp Terraform Associate and/or Microsoft Cybersecurity certifications (preferred).


Additional Information: -

The candidate should have minimum 5 years of experience in Workplace Endpoint services with M365.

Resource needs to be AI Ready.
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