IT Manager Technical Support & Network Management core job responsibility is to provide Technical Support level 1 – 3, design and consult in conjunction with the IT Global Director Information Technology Cybersecurity Officer to design network topologies, architectures, IT Support tickets and services that solve for many requirements. We listen to our customers (both internal and external), but we also listen to our teams. This position provides primary Technical Support planning, acquisition, deployment, security and support of information technology infrastructure technologies to include voice, data communication systems, including but not limited to local and wide area networks (LAN/WAN, WIFI, Cellular) routers, switches, servers, email, virtual server infrastructure, security systems (firewalls, load balancer, WAF, anti-virus systems, etc.), tier II / tier III data centers, IDF/MPOE, UPS, fire suppression systems, environmental, wiring, cable management, telephony, cabinets w/ seismic bracing, business continuity (i.e., backup / recovery plans / systems, disaster recovery plans / systems, hardware / firmware patching standards) for MMI. This position will also be responsible to implement technical and preventive maintenance governance programs for ALL hardware to provide stable, secure, and reliable services. Must be very well-organized, self-motivated, curious, display a strong attention to detail and enjoy working in a fast-paced environment.

Qualifications

Bachelor’s degree in IT or related field OR 3-8 years of Network-Infrastructure & IT technical support experience, including IT Operations Engineering OR equivalent experience.

Proficiency in Microsoft Office Products

Technical Support Level 1-3 experience

Oversee and manage the resolution of complex technical issues.

Provide hands-on support for escalated issues and ensure a timely resolution.

Analyze trends in customer support issues and develop proactive solutions to minimize recurring problems.

Ability to work independently, with limited required direction and guidance.

Analytical and Problem-Solving Skills

Knowledge of Azure Active Directory (AAD), Active Directory (AD), O365, Cloud-initiatives.

Job Duties and Responsibilities

8 years of experience designing and deploying IaaS and networking solutions on Azure

5 years of experience designing and deploying IaaS and networking solutions on-premises

Hands-on experience setting up and configuring Windows virtual machines in both Azure and in VMWare server environments

Hands-on experience planning and implementing network designs

Technical Support experience with Level 1 -3

Overall day to day management of the site’s network and servers ensuring that all information and communication systems function efficiently including:

Managing and maintaining an efficient back up regime

Setting up users, groups and new workstations with Microsoft Intune

Ensuring appropriate levels of access are maintained.

Troubleshooting hardware and software

Installation of new software and upgrades

Commissioning of new workstations and printers

Arranging appropriate backup systems and strategies for safeguarding of computerized information and data.

To attend regular meetings of the IT Team to discuss routine operational issues relating to the company’s IT facilities to ensure appropriate support to users daily.

Manage and administer company proprietary software and projects within the site.

Works with the IT Global Director IT Cybersecurity Officer, to establish the on-going development strategy of the businesses proprietary service management software systems.

Ensures that all proprietary service management software systems are correct in respect to version control

Manages Polycom communication systems and configuration of company Printers.

Manages the effective delivery of all in-house software development initiatives

To provide technical support and advice on any problems/issues identified through staff.

To liaise with the IT Global Director IT Cybersecurity Officer regarding the range and availability of IT equipment and resources as directed.

To assist in the ordering of new and replacement IT equipment and resources in accordance with the agreed IT budget as authorized by the IT Global Director of IT Cybersecurity Officer.

With the support of the IT team, assist in devising and facilitating project plans for delivering proposed IT development plans and strategies including the installation of new hardware, computer, and system upgrades etc, under the guidance of the Global Director of IT Cybersecurity Officer.

To monitor the use of copyright material including IT software and to maintain the copyright records and all software and hardware licences.

Maintain an inventory of IT equipment to ensure all IT resources are accounted for and their whereabouts within the company is traceable.

To provide a diagnostic and repair service and to liaise with outside agencies where necessary to co-ordinate maintenance and repairs of IT equipment.

Ensure that all appropriate security mechanisms are in place to prevent the infiltration of unauthorized persons or entities into the company network to include, but not limited to:

The physical security of the network servers, switches and routers

Ensure that the latest virus definitions are on all machines connected to the network

Ensure that the latest security patches are on all machines connected to the network

Ensure the network firewall is properly configured and monitored

To assist staff in using the company’s IT facilities, including the provision of instruction sheets so as to ensure the appropriate and safe use of equipment.

To monitor and regulate the use of the internet within the company, ensuring the necessary firewalls are in place to prevent internet abuse

To be aware of, and adhere to, applicable rules, regulations, legislation and procedures (Equal Opportunities Policy/Code of Conduct) and federal legislation (Health and Safety, Data Protection).

To maintain confidentiality of information acquired while undertaking duties for the company.

Ensure that all company policies are adhered to.

To undertake other duties appropriate to the grading of the post as required.

Thorough understanding of routing protocols such as EIGRP, BGP, OSPF, IP Multicast, PIM, IGMP, DHCP, and DNS

Perform 1st, 2nd, 3rd level support for the WIFI, corporate LAN, MAN and WAN Infrastructure

Implementation of Cloud service integrations for network requirements and data flows

Implementation of Cloud VPN and BGP peering

Test and turn-up of Cloud based network devices, Firewalls, Load Balancer

Support and operate a Carrier Grade Networks

Configure advanced routing protocols OSPF and BGP

Drive scaling of current network designs to meet the demand of our customers.

Create simple, repetitive deployment processes that increase both velocity and quality.

Work closely with our internal customers on designs/solutions; bringing those designs/solutions from concept to production.

Support and configure SSL and IPsec VPN technologies

Responsible for staff management, including employee hiring, performance management, training and development, and coaching of staff.

Help triage Help Desk tickets that are Network Infrastructure related.

Work with architecture group to gather requirements, design and deploy network infrastructure