SmartSource is seeking a Infrastructure Operations Support Technician for a 6-month contract to hire opportunity that's hybrid in Pittsburg PA
Core Infrastructure Operations Support
The Core Infrastructure Operations Support position is responsible for providing comprehensive IT infrastructure support services within a multi-site, mid-size enterprise-level environment. This includes maintaining high availability and performance of network and server infrastructure, network connectivity, VoIP systems, datacenter services, virtualization technologies, cybersecurity, and cloud environments. This is a fast-paced, challenging, and dynamic role that is vital to the success of our operations and the customer experience.
This classification is an entry-level position within the Core Infrastructure team.
ESSENTIAL DUTIES
What do you need to be able to do to achieve the desired results of your job?
Support Services (90-95%)
- Take ownership of Tier 2 Core Infrastructure issues to drive resolution and ensure customer satisfaction across core network, systems, and cloud technologies to meet a 99% uptime SLA.
- Actively monitor and maintain the Tier 2 Core Infrastructure ticket support queue, updating, re-prioritizing, and escalating issues as required to maintain SLAs and support business needs.
- Assist with the resolution of Tier 4 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 needed.
- 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; be available by cell when needed.
- Assist operations, business analysts, and vendors in troubleshooting business service problems where needed.
MINIMUM REQUIREMENTS
What is required to perform the Essential Duties?
- Experience: 1-3+ years of hands-on experience with administration and support in a Microsoft networked environment.
- Education:
- Associate’s 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.
- Certifications: CompTIA Network+ and/or MTA preferred.
- Technical Expertise:
- 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.
- Other Skills:
- 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 collaboratively and positively in a fast-paced team environment.
- Proficiency with Microsoft Office, Visio, and Project.
- Good technical writing skills and the ability to speak to different audiences.
- Outstanding customer service and interaction skills, with excellent verbal and written communication.
- High commitment to performing quality work, with the ability to operate effectively under pressure, prioritize tasks, and meet deadlines.
- Maintain technical skills by attending seminars, training courses, and completing certifications.
- Must possess and maintain a valid driver’s license with a clean driving record.