Associate Infrastructure Engineer 

Distinguished Programs, an insurance program manager focused on the real estate and hospitality industry, is looking for an Associate Infrastructure Engineer. The role will be responsible for managing the network, server, and cloud infrastructure  as well providing help desk support services, desktop support, Level 1/2 support. This role is a great opportunity to work on leading technologies (Azure, Office365, VMware, Exchange, Skype for Business, LANdesk, Palo Alto, Nimble SAN, etc.) with a knowledgeable and experienced IT staff as well to move the organization from a primarily on premises infrastructure to a public cloud based infrastructure.

The candidate will be responsible for supporting the end users and ensuring the stable operation of the corporate technology environment and infrastructure. We are looking for an individual who is proactive, organized, a team player, and has excellent customer service skills that will frequently support senior business personnel. This individual also participates in the planning development and implementation of policies, standards and procedures to comply with company goals, industry best practices, and regulatory requirements.

SKILLS:

Knowledge & Experience

• Good understanding of and experience working with both IaaS and SaaS cloud concepts and technologies, particularly Office 365 and Azure.
• Strong understanding of Windows Server administration.
• Good understanding of technology infrastructure including networks (routing/switching/firewalls/wireless), storage, servers, workstations, virtualization, security, databases, monitoring, telephony, etc. 
• Good understanding of key technologies used in the infrastructure (Windows Server, Active Directory, VMWare, VDI, SQLServer, Veeam, IIS, SolarWinds Orion).
• Strong understanding of the desktop environment and software.
• Knowledge of Microsoft Skype for Business and Voice is a plus.
• Knowledge of Service Desk processes and software (LANdesk is a plus)
• Knowledge of ticketing systems (reporting, configuration, workflow).
• Experience supporting remote users is a plus.
• Basic knowledge of general compliance policies, controls and standards. Understanding of standard industry control frameworks (ITIL, COBIT, ISO) is a plus.
• Strong troubleshooting and problem solving skills.
• Strong customer service skills.
• Strong team work, collaboration and communication skills (verbal & written).
• Organization, ability to management many concurrent activities, strong work management skills and attention to detail.
• Strong desire to learn and develop technical skills.

Formal Education, Experience & Certification

• College diploma or university degree in the field of computer science or related discipline
• 3-5 years of work experience at a small to medium size corporation.
• Technical certifications are a plus (Microsoft, Networking, Security, , etc.).

OBJECTIVES/RESPONSIBILITIES:

Cloud Administration

• Monitor and tune performance of cloud-based infrastructure
• Assist in management of various aspects of the cloud environment (Sharepoint, Exchange Online, Skype for Business Online, Azure infrastructure, etc.)
• Manage migration of assigned infrastructure components/areas to Azure.

Server Administration

• Manage various aspects of the infrastructure (backup, patch management, anti-virus management, system monitoring, etc.).
• Perform administration functions (user management, rights management, etc.).
• Monitor, support and maintain the infrastructure.
• Complete assigned infrastructure projects.
• Develop, document and implement standards, policies and procedures based on standard industry frameworks (e.g. ITIL, COBIT).
• Develop and maintain appropriate technical documentation (network inventory & diagrams, technical standards & specifications, server inventory, etc.).
• Manage the patch management process for server infrastructure
• Perform compliance activities as assigned (e.g. server and security audits).
• Monitor and test network performance and provide network performance statistics and reports.

Desktop Administration

• Improve desktop standardization, management and automation.
• Manage the patch management process (identification, package development, testing, deployment, etc.).
• Manage the asset management process (Develop and maintain appropriate documentation and asset management (network inventory & diagrams, technical standards & specifications, server inventory, etc.).

Help Desk

• Provide support for the onsite and remote users for all aspects of the computing and telephony environment in addition to external users (customer portal assistance).
• Manage the ticketing, incident management and service request process (user coordination, assignment, tracking, escalation, resolution, and documentation).
• Manage and enhance the Service Management software.
• Diagnose and resolve technical hardware and software issues.
• Establish standard incident management and service request standards, processes and procedures for the company (including SLAs).
• Support 24x7 availability and required performance levels for all infrastructure
• Participate in rotating on-call schedule