Senior Infrastructure and End User Support Consultant

About the role

As the Senior Infrastructure and End User Support Consultant, you will serve as a senior technical escalation point and technical owner for assigned customer environments. You will support end-user compute and core infrastructure services, guide Level 1 and Level 2 technicians, and contribute to projects, automation, and service improvements across a managed services portfolio.

Responsibilities

• Serve as a senior escalation point for infrastructure and end-user compute issues, providing guidance to Level 1 and Level 2 technicians and ensuring timely resolution of incidents and service requests.
• Act as the technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services in alignment with contractual commitments.
• Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packaging, and automated provisioning processes.
• Administer and support Microsoft 365, Active Directory, Azure AD/Entra ID, Exchange Online, Teams, OneDrive, and identity-related technologies.
• Manage endpoint platforms and lifecycle operations including hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.
• Support and troubleshoot virtual desktop infrastructure (VDI), remote access solutions, and modern workplace technologies.
• Assist with administration and troubleshooting of Windows Server, VMware, storage, backup, and related infrastructure platforms impacting customer environments.
• Ensure all incidents, requests, changes, and project work are accurately documented within ServiceNow, including technical findings, root cause analysis, and knowledge transfer details.
• Develop and maintain technical documentation including SOPs, build guides, imaging procedures, architecture diagrams, and customer-specific support runbooks.
• Participate in infrastructure projects including server deployments, migrations, Microsoft 365 initiatives, onboarding activities, and technology refresh efforts.
• Coordinate with vendors, hardware manufacturers, software providers, and third-party partners to resolve complex technical issues.
• Identify recurring issues, recommend service improvements, and drive automation and standardization efforts across customer environments.

Requirements

• Bachelor's degree in Information Technology or related field, or equivalent practical experience.
• 6+ years of experience supporting enterprise infrastructure and end-user compute environments.
• Strong hands-on experience with Microsoft 365, Entra ID (Azure AD), Active Directory, Exchange Online, Teams, OneDrive, Intune, Microsoft Endpoint Manager, and identity management.
• Experience building, deploying, and maintaining Windows workstation images, automated deployment solutions, endpoint configuration standards, and software packaging processes.
• Proven ability supporting Windows 10/11, macOS, endpoint security platforms, patch management solutions, and device lifecycle management.
• Experience administering endpoint management platforms such as Intune, Autopilot, SCCM/MECM, Datto RMM, NinjaOne, or similar solutions.
• Strong knowledge of virtualization technologies including VMware vSphere, Horizon, ESXi, and virtual desktop infrastructure (VDI).
• Experience administering Windows Server environments including Active Directory, DNS, DHCP, Group Policy, file services, and certificate services.
• Working knowledge of backup, disaster recovery, storage, and monitoring platforms commonly found in managed services environments.
• Solid understanding of networking fundamentals including TCP/IP, VLANs, VPN connectivity, routing, switching, wireless networking, DNS, DHCP, and firewall troubleshooting.
• Experience supporting infrastructure projects, migrations, customer onboarding activities, and technical implementations.
• Strong documentation skills with the ability to create technical standards, SOPs, knowledge articles, and customer-facing documentation.
• Hands-on experience utilizing ServiceNow or similar ITSM platforms for incident, problem, change, and knowledge management.
• Industry certifications such as Microsoft, VMware, CompTIA, ITIL, or equivalent are preferred.
• Must be based in Ohio, United States.
• Must have the ability to drive to customer locations in the Cleveland, Ohio area.

Core Competencies

• Effective communication skills both internally and externally
• Highly organized and detail oriented
• Broad technology background
• Efficiently break down problems and quickly identify the correct course of action
• Passion for learning new technologies
• Flexibility and willingness to do what it takes to get the job done
• Experience working within Service Management toolsets a must
• ITIL knowledge and international experience a plus

Other duties as assigned

• Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts