- Company Name
- Oliver Bernard
- Job Title
- Infrastructure Support Analyst - $100K+
- Job Description
-
**Job Title**: Infrastructure Support Analyst
**Role Summary**:
Provide tiered (1st‑3rd line) end‑user and core infrastructure support for a global investment firm. Deliver VIP, C‑suite, and board‑level service for Office 365, Windows 11, SharePoint, Teams, mobile devices, and network infrastructure (Cisco, Meraki). Manage Windows Server, Azure Cloud, Intune, and DevOps automation to ensure high‑availability and optimal performance.
**Expectations**:
- Deliver world‑class, timely support to all users, especially VIPs.
- Resolve tickets within agreed SLAs and document solutions.
- Maintain and improve infrastructure reliability and security.
- Communicate effectively with technical and non‑technical stakeholders.
**Key Responsibilities**:
1. Respond to, triage, and resolve 1st‑3rd line support tickets for desktop, EUC, and cloud services.
2. Provide VIP and executive support, ensuring rapid response and high customer satisfaction.
3. Troubleshoot Windows desktops, Office 365, SharePoint, Teams, mobile devices, and network issues (Cisco, Meraki).
4. Manage core infrastructure: Windows Server administration, Azure Cloud services, Intune, and DevOps pipelines.
5. Implement and maintain automation scripts, configuration management, and monitoring tools.
6. Collaborate with network, security, and operations teams on incidents and projects.
7. Maintain accurate knowledge base articles, runbooks, and documentation.
8. Participate in on‑call rotation and shift‑based incident response.
**Required Skills**:
- Service desk experience with 1st/2nd line support for Windows and Office 365 environments.
- Proven VIP support experience and strong communication skills.
- Proficient in networking (Cisco, Meraki), Active Directory, mobile device management, and hardware troubleshooting.
- Expertise in Azure Cloud, Intune, and DevOps practices (CI/CD, automation).
- Strong problem‑solving, proactive mindset, and ability to work independently.
**Required Education & Certifications**:
- Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
- Certifications preferred: Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Modern Desktop Administrator, Cisco CCNA, CompTIA A+, or related.