Job Description

Job Description

Job Description

Job Title: Core Infrastructure Operations Support

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
• VPN and multi factor authentication

• Experience using service desk tools for ticket management based on ITIL standards.
• Good understanding of desktop operating systems, hardware configurations, and software.
• Strong ability to work with others and be a positive influence and role model in a fast-paced team environment is required.
• Strong level of experience with Microsoft Office, Visio, and Project.
• Good technical writing skills and ability to speak to different audiences on their terms.
• Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills.

• High level of effort and commitment to performing quality work. Ability to operate effectively within the organizational structure and demonstrates the ability to work under pressure, prioritize tasks, and meet deadlines.
• Maintain a required level of technical skill by attending technical seminars, training courses, and completing certifications.
• Must possess and maintain a valid driver’s license; clean driving record required

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