Senior - Principal End User Support Engineer

Infrastructure Engineer

Part of a larger team delivering high quality computer, network, storage and end-user infrastructure technology solutions, on-going support to the business. Independently completes infrastructure project assignments. Provide technical support and troubleshooting, cost estimates, justifications, and recommendations. Produces technical documentation, support and configuration. Manage, plan, and maintain technical platforms including upgrading systems. Monitor system performance and installs and configures hardware. Responsible for collaborating with other job families such as project managers, architects, solution engineers, technicians, business analysts to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices.

What you'll do:

• Provide comprehensive support for end-user hardware, software, and peripherals.
• Assist users with general technologies, including Windows 10/11, virtual desktops, MacOS, and workstation hardware (Mac, Dell, HP).
• Support mobile technologies such as iOS devices, Workspace ONE, and Intune.
• Manage and troubleshoot Citrix Virtual Apps and Desktops.
• Utilize Microsoft Endpoint Configuration Manager and JAMF for device management.
• Coordinate e-waste pickups and ensure compliance with environmental standards.
• Operate and troubleshoot in-room video conferencing systems from vendors like Poly and Cisco.
• Diagnose and resolve basic video conferencing issues, including Microsoft Teams and Zoom.
• Independently manage escalations and prioritize tasks while communicating effectively across all organizational levels.
• Travel up to 10% of the time, primarily for day trips.

What we're looking for:

Infrastructure Engineer Senior (SG7): Bachelor's degree in computer science, engineering, or related technical field is required. 5 years of relevant work experience is required. An equivalent combination of education and related experience may be considered.

Infrastructure Engineer Principal (SG8): Bachelor's degree in computer science, engineering, or related technical field is required. 7 years of relevant work experience is required. An equivalent combination of education and related experience may be considered.

Nice-to-have:

• Extensive experience in supporting end-user hardware, software, and peripherals.
• Strong proficiency in general end-user technologies, including:
• Windows 10 and 11
• Virtual Desktops
• MacOS
• Workstation hardware (Mac, Dell, HP)
• Solid understanding of mobile technologies, including:
• iOS devices
• Workspace ONE
• Intune
• Experience supporting and understanding Citrix Virtual Apps and Desktops.
• Good knowledge of Microsoft Endpoint Configuration Manager and JAMF.
• Familiarity with operating in-room video conferencing systems from major vendors, such as Poly and Cisco.
• Over 5 years of experience in supporting end-user technologies in large environments.
• Able to work independently and demonstrate appropriate judgment and self-direction of tasks and priorities.
• Excellent communication skills, capable of effectively communicating with all types of IT customers, including executive leadership.
• Experience collaborating with large and distributed IT organization peers and partners.

What you'll get:

Infrastructure Engineer Senior (SG7): $85,081 - $106,354

Infrastructure Engineer Principal (SG8): $96,110 - $124,941

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Where putting the customer first powers everything we do at AEP, we're more than just an energy company — we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation grade: SP20-007

Compensation range: $85,081.00-106,352.50 USD

The physical demand level for this job is: S – Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.