Location: Pittsburgh, PA 15222 - Hybrid, mostly remote, must be local to Pittsburgh
Responsibilities:
Support Services (90-95%) • Take ownership of Tier 2 Core Infrastructure issues to drive resolution and customer satisfaction of core network, systems, and cloud issues across a suite of technologies as required to meet a 99% uptime SLA. • Actively monitor and maintain Tier 2 Core Infrastructure ticket support queue; updating, re-prioritizing, and escalating issues as required to maintain SLA and support business needs. • Assist with resolution of T4 Core Infrastructure issues to maintain 99% uptime of critical physical infrastructure. • Actively communicate and provide technical assistance to end users, vendors, and business groups as required. • Complete daily, weekly, and monthly maintenance tasks as required.
Other Duties • Regularly communicate status and ensure accuracy of documentation. • Timely submission of daily hours, status reports, and salary calendars. • Document and maintain access, processes, and operating methods as instructed. • Draft support documentation (knowledge base articles). • Attend and actively participate in team and department meetings. • Participate in 24x7 support and on-call rotation as required; available by cell as needed. • Assists operations, business analysts, and vendors in troubleshooting business service problems where needed.
Qualifications: • 1-3+ years of hands-on experience with administration and support in a Microsoft networked environment. • Education: Associates Degree in an Information Technology discipline and/or 3+ years of industry experience OR a Bachelor's Degree in an Information Technology discipline and 1+ years of industry experience. • Certification: CompTIA Network+ and/or MTA preferred • Basic level of expertise in the following areas:
ISP Carrier and Vendor Management
DIA, MPLS, and Wireless WAN infrastructure
Voice and Network Cabling (CAT5/CAT6 EIA/TIA 568B)
On-premises datacenter and remote data closet management (cabling, connectivity, cooling, power backup, etc.)
Cisco Meraki support and management
Cisco and HPE Aruba Routing and Switching
Cisco Unified Communications stack (Call Manager, Contact Center, etc.)
SIP Trunking Support and Management
Software Defined Infrastructure and SDWAN experience
HCI (Hyperconverged Infrastructure) support and management
VMWare Virtual Infrastructure support and management
Citrix App and Desktop Virtualization support and management
Cloud computing service/vendor management and selection
Datacenter Asset Management and License Management
Enterprise Backup/Data Protection support and management
File Services (Local User Sharing, Archiving, Cloud Services)
Infrastructure operations monitoring and event management procedures
Microsoft 365 suite support and management
Microsoft Windows Server stack (IIS, Terminal Services, Clustering, etc.)
Microsoft Active Directory support and management
Security hardening, best practice and patch management tools and techniques (MITRE, EDR, SIEM, etc.)
DNS and URL Filtering support and management
Network Generation Firewall support and management