Provide high-tier support for infrastructure issues, accepting and processing tickets logged via the Service Management platform (ServiceNow).
Act as a point of escalation for troubleshooting issues and technical queries from more junior engineers.
Support the 24/7 support model through an on-call support rotation and partnership with the offshore Shared Services team.
Ensure the consistent, efficient, secure, and current operation of infrastructure systems.
Support corporate, regional, and divisional business units' requirements.
Ensure that infrastructure implementations comply with all IT controls related to areas of responsibility (e.g., Sarbanes-Oxley Act, ISO 9001:2015, applicable data privacy acts, Health Insurance Portability and Accountability Act, etc.).
Play a key role in defining and maintaining proper documentation.
Propose solutions to identified infrastructure issues to management and implement as directed.
Resolve performance issues associated with the enterprise IT infrastructure.
Lead the evaluation and identification of enterprise system specifications utilizing industry best practices and the proper use of technology and applications architecture.
Support IT management with technology decisions.
Other duties as assigned.
What You Need to Succeed
Bachelor's degree in Business, Information Systems, a related discipline, or the equivalent.
At least 7 years of professional IT experience, at least 5 of which was spent working as an Engineer supporting Microsoft technologies.
At least 5 years of IT enterprise infrastructure deployment experience, including on-premise and cloud datacenters, virtualization, , enterprise networking, modern operating systems, and disaster recovery/business continuity preferred.
Strong background in infrastructure technologies such as VMware, IaaS platforms, , and common Infrastructure applications such as Active Directory and DNS.
Advanced Experience with:
IT Infrastructure with a focus on Microsoft technologies.
Windows Operating System management
InTune and SCCM
Microsoft Azure services and features (Entra ID, Azure Virtual Desktop)
Microsoft and other infrastructure components (AD, DNS, ADFS, DFS, AD Certificate Services, GPOs)
Exchange, mailbox migrations, PowerShell scripting for system management
Domain registration and PKI certificate management for both internal and external