Principal Engineer - Helpdesk & Infrastructure Operations

Job Description: Principal Engineer – Helpdesk & Infrastructure Operations

Position Summary

The Principal Engineer – Helpdesk & Infrastructure Operations is the senior-most technical expert responsible for overseeing high‑complexity execution across end‑user computing, Helpdesk engineering, system operations, and network support. This role focuses on hands‑on implementation, advanced troubleshooting, and operational excellence.

Serving as the top escalation point and execution leader, the Principal Engineer ensures service reliability, drives automation and process improvements, and mentors the broader IT support organization. This individual collaborates with IT teams to deliver high‑quality, efficient, and secure technology services for the enterprise.

Key Responsibilities

Technical Execution & Escalation

• Act as the highest-level escalation resource for complex endpoint, infrastructure, authentication, and service-related issues.

• Perform hands-on troubleshooting across Windows, macOS, mobile devices, identity systems, and enterprise applications.

• Lead root-cause analysis and drive long-term remediation to eliminate systemic issues.

• Execute implementations, configurations, and technical changes across devices, tools, and core systems.

Infrastructure & Systems Operations

• Execute upgrades, patching, migrations, and deployments for end-user and infrastructure systems.

• Manage, optimize, and support device management platforms (e.g., Intune, SCCM, JAMF).

• Administer identity and access systems, endpoint compliance, monitoring tools, and device security controls.

• Maintain and improve operational documentation, runbooks, and standard operating procedures.

Helpdesk Engineering & Service Optimization

• Engineer operational improvements such as workflow enhancements, automation, and ticket reduction strategies.

• Develop and maintain high-quality knowledge base articles and advanced troubleshooting guides.

• Analyze Helpdesk trends to drive tactical improvements and increase customer satisfaction.

• Lead execution of the full endpoint lifecycle including procurement, imaging, deployment, and retirement.

Network Operations Support (Execution Focus)

• Execute routine and advanced network operational tasks such as firewall rule updates, switch configuration, and Wi-Fi tuning.

• Perform network health checks, monitoring, troubleshooting, and incident triage.

• Support changes and implementations defined by Network Architects or senior network leaders.

Cross-Team Collaboration & Leadership

• Partner with Engineering, Cybersecurity, Cloud, and Network teams to execute cross-functional technology initiatives.

• Mentor Helpdesk and IT Support staff to elevate technical maturity and troubleshooting depth.

• Collaborate with vendors and service providers to accelerate incident resolution and ensure operational quality.

• Provide execution-focused technical recommendations for operational improvements and project delivery.

Security, Compliance & Reliability

• Execute endpoint hardening, patching, vulnerability remediation, and compliance enforcement.

• Support identity security operations including MFA, conditional access, and privileged access workflows.

• Ensure systems meet regulatory and audit requirements through operational discipline and documentation.

• Participate in incident response operations, continuity planning, and reliability improvements.

Required Qualifications

• 12 -15 years of experience in IT support, systems operations, or endpoint engineering roles.

• Expertise in enterprise endpoint management tools (Intune, SCCM, JAMF, Workspace ONE, etc.).

• Strong troubleshooting capabilities across Windows, macOS, networking basics, and identity platforms.

• Hands-on experience with Azure AD/Entra ID or equivalent identity platforms.

• Strong understanding of ITIL processes, Helpdesk operations, and service delivery best practices.

• Demonstrated ability to lead escalations and resolve high-impact technical issues.

• Excellent communication skills with the ability to mentor and elevate other technical staff.

Company Statement/Values:  

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.  

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture. 

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity. 

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.