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
