NAM IT Infrastructure Administrator

About the Position

The NAM IT Infrastructure Administrator is a hands-on technical role responsible for day-to-day IT support across North America while also providing Tier 2/3 infrastructure and networking support in coordination with Infrastructure leadership.

This role requires a versatile, service-oriented technologist – someone comfortable resolving end-user issues one moment and assisting with network, infrastructure, or collaboration platform troubleshooting the next. The position strengthens operational depth, resiliency, and documentation across both the Service Desk and Infrastructure functions.

Key Responsibilities

• Provide hands-on IT support for NAM users, including desktops, laptops, printers, peripherals, and conferencing systems
• Troubleshoot Teams calling, meetings, conferencing rooms, and collaboration issues
• Act as an escalation point for complex service desk issues beyond Tier 1
• Onboarding and offboarding activities, including hardware provisioning and access validation
• Ensure incidents and requests are clearly documented, resolved thoroughly, and closed with defined outcomes
• Infrastructure, Networking & Cloud Support
• Assist with troubleshooting network connectivity issues across NAM offices (LAN/WAN, VPN, Wi-Fi, ISP circuits)
• Support servers, backups, and core infrastructure under the direction of Infrastructure leadership
• Aid with Microsoft 365 administration tasks such as user access, licensing, and security group management
• Coordinate with vendors and service providers to resolve infrastructure-related issues
• Operations & Reliability
• Maintain accurate documentation for systems, configurations, and support procedures
• Identify recurring issues and recommend practical improvements
• Contribute to improving service reliability, response times, and overall user experience

Required Skills & Experience

• Strong hands-on experience supporting end-user environments (Windows, Microsoft 365, printers, peripherals)
• Practical experience supporting Microsoft 365 and Microsoft Teams in an enterprise environment
• Solid foundational knowledge of networking concepts (TCP/IP, VLANs, firewalls, VPNs, Wi-Fi)
• Experience troubleshooting issues across endpoint, network, and infrastructure layers
• Ability to work independently while collaborating effectively with distributed teams
• Strong service orientation with sound problem-solving skills

Preferred Qualifications

• Experience supporting multi-office or geographically distributed environments
• Familiarity with ITSM tools and ticketing systems
• Exposure to cloud or hybrid infrastructure environments
• Experience with Microsoft Copilot or other AI productivity tools
• Relevant certifications (Microsoft, Network+, CCNA, etc.)

What Success Looks Like

• End-user issues are resolved efficiently with minimal rework
• Infrastructure and network issues are supported effectively and escalated appropriately
• Documentation improves operational clarity and reduces dependency on individuals
• The Service Desk gains stronger technical depth and resiliency
• Infrastructure teams gain a reliable, hands-on partner for NAM operations

Working Style

• Hands-on and pragmatic
• Calm under pressure
• Detail-oriented without losing sight of priorities
• Willing to step in wherever needed to keep operations running

Salary & Benefits

We offer a competitive salary that rewards you for the hard-earned education and experience you bring to the role and increases as you continue to grow and develop. We also prioritize rewarding our employees with benefits that reflect how much we value their contributions.

Join us, and you can expect an extensive and generous benefits package, including health insurance, vacation pay based on years of relevant experience not tenure with the company, sick pay, paid holidays, a 401(k)-retirement plan with a 4% employer matching, on-site gym and locker rooms, free parking, and other key benefits.

Diversity, Inclusion, and Equal Opportunity

We believe that diversity is critical to our mission, and we value an inclusive culture. We strongly encourage applications from people with lived experiences related to our programs and applications from people of color, persons with disabilities, women, and LGBTQ+ individuals.

We are an equal opportunity employer; we do not discriminate in employment based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, gender or gender identity, age, or sexual orientation.