As an IT Support Analyst III, you will be responsible for providing quality technical support to a varied client base. You will focus on escalation-level support involving Windows servers, Active Directory, Azure environments, and Microsoft 365. You will diagnose and troubleshoot problems across a range of disciplines, including apps, network, server, email, and cloud. You will act as an escalation point for help desk support analysts and must possess strong communication skills. Most importantly, you must have excellent problem-solving skills and be able to prioritize tasks based on urgency. We’re looking for people who take pride in doing quality work, who can both teach and learn from those around them. In addition to escalation and product-specific support, you will be involved in projects for new and expanding deployments and implementations in small and mid-sized business environments. Our ideal candidate will have experience with Active Directory, Group Policies, server hardware, Veeam, Azure, and Microsoft 365.

This position is not a hybrid or work-from-home position and is expected to work primarily from one of Infranet’s offices.

Responsibilities

• Effectively communicate with third parties including clients, consultants, vendors, and other support organizations, both verbally and in writing.
• Own each ticket from creation to resolution, utilizing effective time management, scheduling, and follow through.
• Provide escalation-level support to other support team members to resolve issues or implement new configurations
• Collaborate with other support team members and advanced technology resources to resolve issues.
• Effectively document problems, troubleshooting steps, and resolution.
• Create/update client documentation, procedures, and guides.
• Stay up to date on and develop technical skillset across competencies.
• Be flexible as additional duties will be assigned.

Qualifications

• VMware / ESXi server administration
• Microsoft Windows server administration
• Dell PowerEdge and Cisco UC physical hardware
• Dell EMC and Cisco SAN
• Microsoft Windows Licensing
• Active Directory User and Group Management
• Microsoft Exchange Administration
• Microsoft 365 Administration, focused on Exchange and SharePoint
• Hybrid Azure AD Join
• Microsoft Azure (Infrastructure and/or Services)
• Backup and Disaster Recovery planning, including Veeam, Barracuda, and Unitrends
• Replication for Business Continuity, such as Zerto
• PowerShell

Education/Experience/Certification Requirements

• Associates degree in related field of study or equivalent work experience or certification.
• Microsoft Certifications
• Microsoft Modern Workplace Certifications
• 2 years working experience in system administration