Sr. Specialist IT Infrastructure

Position Summary 

The Sr. IT Infrastructure Specialist (IS) is responsible for deploying, managing, securing, protecting, maintaining, and supporting the organization’s hybrid IT infrastructure across multiple physical sites and Azure cloud services. This position ensures the availability, performance, and security of systems supporting critical business applications, including network, ERP, MES, internal IT tools, Service Desk, collaboration, and communication platforms.  This team member will play a key role in maintaining business continuity, disaster recovery, and secure connectivity across on-premises and cloud environments in alignment with organizational standards and GxP compliance requirements. The IS is the escalation point for Service Desk incidents and requests beyond the scope and ability of Help Desk Technicians and as deemed necessary by Management. Resourcefulness is a necessary skill in this role.  The IS should be able to diagnose and resolve problems quickly.  The IS is expected to communicate effectively with a variety of interdisciplinary teams and users.  The goal will be to ensure that our technology infrastructure runs smoothly and efficiently.

Essential Duties & Responsibilities 

• Deploy, maintain, upgrade, manage, secure, protect, and support BioTissue’s software, hardware, infrastructure and networks.
• Administer, manage, and support multi-site infrastructure’s components: firewalls, switches, access points, Azure Virtual Machines, on-premises servers, Azure Files, Blob Storage, Azure Recovery Services vaults, backups, and hybrid Active Directory Domain.
• Support, manage, update, and protect virtual servers, on-premises Windows servers, data storage and domain controllers across multiple geographically separated sites.
• Configure, monitor, and maintain redundant network equipment, IP connections and failover capabilities at each site for uninterrupted service delivery.
• Oversee Palo Alto firewalls, Unifi and Ubiquiti networking infrastructure, including switches and UXG gateways, ensuring performance and redundancy.
• Configure and maintain Azure Recovery Services Vaults’ backups for servers, VMs, and file shares.
• Manage Azure Site Recovery Services to ensure rapid disaster recovery and business continuity during outages.
• Regularly test backup and recovery procedures to meet RTO and RPO objectives.
• Deploy and manage Azure Logic Apps for process automation, job scheduling, and system integrations.
• Support integration and availability of VPN client, RMM Software, MS 365 Apps, Teams, Telephony Apps, Desktop Backup solution, CrowdStrike, ERP, MES, and other enterprise systems.
• Collaborate with application owners to maintain uptime, optimize performance, and troubleshoot infrastructure dependencies.
• Monitor system health, network performance, and cloud service metrics using Azure Monitor and other management tools.
• Develop and maintain operational documentation, including network diagrams, SOPs, and system configurations.
• Participate in incident response, root cause analysis, and ongoing infrastructure improvements.
• Coordinate and support infrastructure changes following formal change management and GxP validation procedures as necessary.
• Manage lifecycles of all types of environment certificates, maintaining a complete inventory, and enforcing strong security policies to include but not limited to client secrets, client certificates, Azure Key Vault secrets, application certificates, SSL certificates, Radius certificates, all CA Root certificates, and hybrid secure mail transport certificates
• Automate renewals, use a centralized management system for visibility and monitoring, secure private keys, and implement regular auditing and monitoring to ensure compliance and security.
• Provide Level 1/2 Service Desk timely technical support for hardware, software, mobile, and network-related issues through accurate issue resolution within predetermined and defined Service Level Agreements.
• Handle complex technical issues escalated by junior technicians and provide advanced troubleshooting for hardware, software, and network problems.
• Guide and mentor junior helpdesk technicians, fostering a positive and accountable team environment.
• Identify opportunities to improve helpdesk processes and quality control.
• Lead hardware and software installations, including deployments, peripheral setup, and maintenance of user devices.
• Troubleshoot and support Windows OS, Apple iOS, Android OS, MS 365, MS Teams, enterprise business applications, and escalate issues as needed within established parameters.
• Leverage the endpoint management, support and security solution to assist users and resolve endpoint issues remotely.
• Maintain user accounts adhering to least privilege principle and role-based access permissions.
• Manage end user product usage licensing through Active Directory, Entra ID (Azure AD), and the Microsoft 365 Admin Center and other software sites as needed.
• Escalate complex or out of access scope issues to the IT Security Analyst, IT Security Team, IT Infrastructure and Operations Manager and/or Sr. Director IT Operations and Security as needed.
• Responsible for accurate asset management of all hardware, peripherals, software, and all software licenses. 
• Assist with training and onboarding new users as necessary in New Hire events or as 1:1 support for end users.
• Support end-user Local Area Networks (LAN), Wide Area Networks (WAN), VPN connectivity, printing, and peripheral devices.
• Troubleshoot issues and outages
• Ensure security through access controls, Single Sign-On, Two Factor Authentication, backups and firewalls by using Windows Active Directory and Palo Alto next generation firewall
• Coordinates with vendors and business units to fix issues or establish new systems.
• Provides technical support and leadership to members of the Service Desk support group
• Performs server systems maintenance/upgrades including all server and desktop OS patches,  manages and maintains user accounts, manages user security groups, resource access and network permissions
• Supports critical systems after hours, nights and weekends as needed. Responds to emergencies on a 24/7 basis
• Other duties as assigned. 

Skills & Abilities

Essential Duty Definition:

• Excellent collaboration and cross-functional communication skills (oral/written)
• Infrastructure and Cloud Administration
• Network and Firewall Security
• Backup and Disaster Recovery Management
• Scripting and Automation (PowerShell, Azure Logic Apps)
• Analytical Problem Solving
• Compliance, Documentation, and Process Discipline
• Sense of pride and ownership in providing excellent professional customer service, both internal and external. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquiries about customer satisfaction with products or services.
• Strong collaborative skills; ability to work equally efficient with other team members as part of an interdisciplinary team and independently (with minimal supervision)

Position Expertise/Qualifications 

Requires 5 years of experience within each of the following areas:

• Azure: VMs, Files, Blob Storage, Recovery Services Vault, ASR, Logic Apps, and Conditional Access.
• Security: Palo Alto Firewalls, Panorama, VPNs, Certificates, Azure Key Vault, and MFA.
• Networking: VLANs, VPN tunnels, Unifi/Ubiquiti switches and gateways, redundant IP connectivity.
• Servers: Windows and other OS Server administration, AD DS, DNS, DHCP, Group Policy.
• Applications: Office 365, Teams, RingCentral, Sage ERP, MES systems.
• Backup & DR: Azure Backup and Site Recovery configuration and testing.
• Automation: PowerShell scripting and Azure automation tools. 

Physical Requirements

• Sedentary work that generally requires sitting and/or standing
• Ability to work in a hybrid environment with on-site responsibilities at two physical locations.
• Occasional after-hours support for system maintenance or emergency response.
• Ability to lift up to 50 lbs.
• Ability to work after hours during maintenance windows as required