Senior Infrastructure and End User Support Consultant

Job description

**Who You Are** You are a seasoned infrastructure and end-user support professional who combines broad technical expertise with a service-first mindset. You diagnose complex issues quickly, communicate clearly with customers and colleagues, and take ownership through resolution. **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. **Other responsibilities include:** - 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. **Must be based in Ohio, United States.**Must have the ability to drive to customer locations in the **Cleveland, Ohio area once a week.** **Desired skills and experience:** - 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.