• Installs and maintains servers and enterprise storage, including related software and hardware
• Maintains security of servers and storage by implementing proper security software and settings, updates and other appropriate security measures
• Performs systems administration functions such as managing user accounts and profiles, and maintaining hardware and software inventory and licenses
• Monitors server and storage health and performance
• Remediates issues detrimental to the health or performance of systems
• Identifies recurring hardware and software problems and recommends plans for prevention and resolution
• Ensures data security and availability through proper backup and verification procedures
• Researches and tests new and emerging server and storage technologies
• Ensures future infrastructure capacity through recommendations to the coordinator of technical services
• Supports user requests for administrative systems
• Advocates for information technology security best practices
• Ensures systems conform to SGSC/USG security standards
• Assists in IT hardware and software rollouts, including PCs, printers, phones, and other IT resources
• Travels to support multiple campuses/sites and to attend conferences for extensive training

Skills: Server Administration, Storage Management, Security Implementation, Performance Monitoring, Issue Remediation, Backup Management, Technology Research, Capacity Planning

• Resolve all compliance-related issues in a timely manner, including anti-virus, WSUS, operating system (OS) upgrades and device encryption
• Provide technical support and guidance on all supported systems, including highlighting legacy or non-compliant hardware and software
• Ensure that system availability is maintained in accordance with established service levels
• Manage and update call queues in accordance with agreed service level agreements
• Work collaboratively across the corporate IT departments to share the required knowledge and tools to enable the business to function
• Maintain support documentation relevant to the role
• Provide responsive support to the wider IT infrastructure team, such as incidents, changes and project delivery
• Produce daily compliance reports and distribute to key stakeholders
• Monitor the compliance dashboard proactively and investigate any associated issues
• Participate in strategic and local initiatives to enable continuous improvement
• Collaborate with global and local InfoSec on security-related incidents

Skills: Compliance Management, System Security, Technical Support, Service Monitoring, Incident Response, Documentation Maintenance, Continuous Improvement, Stakeholder Collaboration

• Provide quality telephone support with a high degree of customer service, product expertise and timeliness
• Troubleshoot, diagnose, and oversee repairs of defective equipment and software
• Establish and maintain effective customer relations
• Resolve issues with maintenance agreements and present service offerings
• Maintain current knowledge of relevant product offerings and product support procedures to provide accurate solutions to customers
• Document customer problems and issues, as well as troubleshooting steps and resolutions
• Elevate unresolved problems or issues within prescribed timeframes
• Train new employees and conduct phone monitoring sessions for product and customer orientation
• Attain a monthly revenue quota
• Sell and provide consulting services regularly
• Sell, upgrade, and install products for the existing customer base
• Generate revenue by charging the customer time and materials for any work not covered by the support agreement

Skills: Customer Support, Product Knowledge, Troubleshooting Expertise, Relationship Management, Issue Documentation, Staff Training, Revenue Generation, Service Consulting

• Provide end-user facing expertise to support hardware and software issues within end-user computer systems, comprising both Macs and Windows, including desktops, laptops, printers, and mobile phones and apps
• Perform configuration, installation, and troubleshooting of desktops (Mac and PC), laptops, printers, and mobile applications with advanced knowledge
• Respond to end-user product-related questions for all supported hardware, software, and applications by the client
• Understand and maintain or outperform service levels established
• Analyze problems to identify problem areas and provide corrective action, recommending solutions to client application and account-related issues
• Work on the ServiceNow ticketing tool, updating all incidents with detailed ticket notes such as troubleshooting, and adding knowledge base articles in line with ITIL practices in real-time
• Update ServiceNow CMDB and MDM with asset details for end users in real-time with no errors
• Liaise with the respective teams to take corrective measures in case of any issues
• Update on any loss of the device with detailed information and evidence
• Audit all assets at the client site once a week to ensure AirWatch and ServiceNow are updated with the correct asset details in real-time, and must always be 100% correct
• Update site information on ServiceNow for loaner or emergency stock held by the infrastructure engineer, either at home or in the office
• Support the setup of new hires or agency temp at the client site, which happens once a month or ad hoc, based on the client’s requirement

Skills: End-User Support, Hardware Troubleshooting, Software Configuration, ServiceNow Management, Asset Auditing, Mobile Device Management, Problem Analysis, ITIL Practices

• Check that a task is generated by the hiring manager, or chase and have this generated by the hiring manager
• Check with suppliers and make sure stock is available for the new hires and dispatched
• Organize the delivery of assets to new hires by liaising with the concerned teams of the client
• Chase PO numbers with suppliers to check delivery status, or provide a loaner laptop in case of delays to the new hire
• Provide support through the ITO on day 1 for a new hire, including any after-care support needed
• Support and set up all intern machines that are at the client site, following all practices defined for new hires and agency temps
• Audit the client site as requested on a time-to-time basis
• Support the region-specific Slack channels and individual communication coming from end users
• Update the client site ITCS SharePoint with documentation, including any particular support provided, solely to the client site support
• Organize the tech café at the client site to make sure that everything is accounted for
• Multitask and handle ever-changing priorities and show willingness to learn new skills and work outside of comfort zone with the end-user community
• Manage individual tasks that may require cross-departmental communication and collaboration
• Liaise with the location POCs for entry to the client’s office, following all safety protocols by the client

Skills: Onboarding Support, Asset Management, Supplier Coordination, PO Tracking, Site Auditing, Documentation Management, Cross-Department Collaboration, Customer Communication

• Experience within a team-driven project environment.
• Experience in telecommunications.
• Experience with Joint Use Pole permitting and NJUN.
• Experience with ROW permitting and easement acquisition.
• Project coordination or management experience.
• Familiarity with GIS/CAD applications.
• Understanding of aerial wireline construction process and JU permitting systems, including NJUNs, PGE, PPL, and other pole owners and municipalities.
• Understanding of resource management and project management techniques, how to set schedules, understand dependencies, and hold others accountable.
• Excellent written and verbal communication skills.
• Excellent organizational skills and the ability to establish and adjust priorities.
• High level of competency with office practices and procedures, especially business correspondence, and with the full MS Office software suite.
• Ability to establish and maintain effective working relationships with local and regional officials, consultants, vendor contacts and property owners.
• Ability to condense large amounts of research and input from relevant sources into concise project reports and updates.
• Ability to read and navigate online mapping systems.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Dedication and persistence when faced with challenging situations.

Qualifications: BS in Information Technology with 4 years of Experience

• Experience with cloud technologies, ideally with AWS.
• Experience in Linux system administration.
• Experience with CI/CD, Docker, and Kubernetes.
• Experience with VPN technologies and routing protocols.
• Infrastructure as code, Ansible/Puppet, and Terraform experience.
• Knowledge of how to tune for performance and monitor for failures.
• Knowledge of shell scripting and automation.
• Fundamental knowledge of computer hardware and components, including server technology, networks, and storage. Ideal candidates will have a background with retail equipment, including POS and credit card devices.
• Comprehensive understanding of network architecture and client/server technology.
• Ability in planning, organizing, and the ability to work independently.
• Ability to provide quality support with a high degree of customer service, product expertise, and timeliness.
• Ability to troubleshoot, diagnose, and oversee repairs of defective equipment.
• Ability to analyze, identify gaps, and develop recommendations to improve technology operations, infrastructure, and architecture related to business strategy and the client's future state.
• Ability to review technical design, configuration, and operational capabilities in areas such as servers, mobility, desktops, POS systems, information security, and disaster recovery.
• Ability to think critically and analyze information, find and solve difficult technical problems, and convey knowledge in easy-to-understand terms to non-technical decision makers.

Qualifications: BS in Computer Science with 7 years of Experience

• Experience with a breadth of core technologies, including Microsoft Active Directory, DNS, DHCP, WDS, WSUS, Sophos AV, IPv4, RDP, FTP, SFTP, SSH, and PowerShell.
• Experience with ITSM for problem and change management tracking.
• Hands-on knowledge of the procedures used in the installation, modification, maintenance, and repair of IT hardware and software.
• Familiarity with multi-site replication and backup technologies.
• Familiarity with cloud terminology and technologies, including Microsoft Azure.
• Intermediate knowledge of systems management protocols and scripting.
• Strong analytical, problem-solving, and issue resolution skills with attention to detail.
• Ability to identify, prioritize, and execute tasks to meet critical project deadlines.
• Ability to build servers according to published standards and best practices.
• Ability to identify and recommend process improvements to optimize quality and service availability.
• Ability to understand and implement new technologies to maximize system reliability and efficiency.
• Ability to investigate new technology to enhance alignment with business goals.

Qualifications: BS in Network Administration with 6 years of Experience

• Certifications (e.g., MCSE-Server, CISSP, CompTIA Server+ or Security+).
• Experience sufficient to thoroughly understand the broad objectives and functions of the position.
• Experience of progressive responsibility in an enterprise computing/infrastructure support role.
• Experience in an infrastructure support position, or similar role.
• Working experience in the IT infrastructure support or IT engineering area.
• Solid understanding of cloud technologies (AWS/Azure), server, storage, AD, backup technology, LAN, WAN technology, and cybersecurity.
• Exceptional stakeholder engagement skills, with the ability to partner and support key internal stakeholders with infrastructure support requirements.
• Excellent analytical, problem-solving solving and organizational skills.
• Strong team player with a customer-service mindset.
• Strong competencies in Microsoft Office applications, VMware network, backup and storage, security, telecommunication systems, video conferencing, voice recorder system, end-user devices, as well as IT project management.
• Be able to commit to high standards with the ability to work independently and efficiently.

Qualifications: BS in Management Information Systems with 8 years of Experience

• Certification (MCP, A+, CCNA, VMware).
• PC technical experience.
• PC operating system experience.
• Experience in system/application/database/network design and coding.
• Experience in developing and maintaining effective relationships with customers/vendors.
• Experience in a VMware Windows Server environment.
• Experience with Citrix Workspace/XenDesktop/Remote Desktop environment.
• Experience with Windows, Apple, and Linux operating systems.
• Experience with Active Directory, domain controllers, and Windows services.
• Strong working knowledge of Microsoft Office and business applications.
• Knowledgeable with Intel and Windows security; various OS/hardware platforms, SAN, databases, networking, and backups.
• Proficiency in supporting system/middleware software on various OS/hardware platforms.
• Good interpersonal telephone skills.
• Ability to recognize cyber threats and vulnerabilities to the organization.
• Be able to work in a fast-paced, ever-changing environment.

Qualifications: BS in Cybersecurity with 5 years of Experience