The Infrastructure Support Specialist (ISS) will assist with Reliant's Infrastructure (network, workstations, servers, databases, firewall, printers, VPN, wireless access points, etc.), escalations from the support team, and helping IT management with special projects. This position is responsible for a higher level of support of systems, networks, and other infrastructure. The ISS and will assist other technical staff members in resolving issues or developing technical solutions and to effectively research and design technical solutions for customer opportunities. This position will be focused mainly on support and implementation of key applications, services, and networking components such as Cisco Meraki, O365, and Microsoft Windows.
Essential Duties and Responsibilities:
Install hardware including setup and troubleshooting, along with server builds, configuration, remote management and support applications associated with the Microsoft/SQL/VMware/web hosted applications environment.
Act as technical/project lead for key IT projects as assigned by IT Management.
Windows client operating system installation, deployment maintenance, and support
Office 365 Management, including but not limited to Azure Active Directory and Microsoft Endpoint Manager (formerly Intune)
Resolves escalated support and infrastructure issues as assigned, facilitating knowledge share with exemplary documentation on implemented resolutions.
Prepare and present reports on usage and system health
Respond to support calls in an on-call rotation.
Provide input to the Director of IT Infrastructure & Support when needed regarding best practices pertaining to escalated workload and timeframes for resolution.
Closely follow SOPs written by IT Technicians, providing feedback and constructive dialog when necessary.
Ensure all IT Infrastructure assets are hardened, patched, secured, configured, maintained, and services are available per SLAs.
Must conduct self in an ethical, legal, professional and responsible manner at all times
Must adhere to the policies, principles and guidance within the Employee Handbook and Code of Business Conduct
Attends all mandatory meetings, trainings and assignments as delegated
Performs other duties assigned.
High School or equivalent GED. (4-year degree preferred)
Industry Certifications, including Cisco CCNA or equivalent (Preferred)
Strong understanding of HIPAA (Preferred).
Ability to configure, maintain, and install all L2/L3 Enterprise network devices
Knowledge of VMware, Backup solutions, and storage
Solid understanding of Office 365 and Microsoft Azure.
Configure, maintain, and install Digital/VoIP phone systems
Network Design and consulting for internal and customer networks
Knowledge of Enterprise Wireless solutions
Hands-on experience with printers, computers, monitors, laptops, peripherals
Strong knowledge of Microsoft products
Strong troubleshooting skills
Strong understanding of TCP/IP network concepts and network troubleshooting