This job is a ONE-YEAR CONTRACT ONLY.
Immediate candidates ONLY.
Job Purpose
The IT Infrastructure & Support Specialist is responsible for maintaining a stable, secure, and high-performance IT environment. This role combines hands-on technical support with the execution of strategic Microsoft platform migrations. The incumbent will ensure seamless business continuity, data integrity, and a superior end-user experience by delivering responsive Level 1 and Level 2 support and driving modernization through Microsoft 365 initiatives.
Key Duties and Responsibilities
Technical Support & Service Delivery
- Serve as the primary point of escalation for Level 1 and Level 2 technical support, diagnosing and resolving complex hardware, software, and connectivity issues.
- Manage the full lifecycle of end-user hardware, including the installation, configuration, and proactive maintenance of desktops, laptops, mobile devices, and peripherals.
- Administer Windows OS environments and a suite of enterprise business applications to ensure peak performance.
- Manage incident and service request queues within a ticketing system, ensuring strict adherence to Service Level Agreements (SLAs) and documenting resolutions for the knowledge base.
Microsoft Platform & Migration Excellence
- Administer and optimize Microsoft 365 ecosystems, including Exchange Online, Teams, OneDrive, and SharePoint Online.
- Lead and execute technical migration projects (M365, Exchange Online, and File Server migrations), ensuring data fidelity and minimal business disruption.
- Perform complex data and mailbox migrations, managing user profiles, permissions, and identity mapping.
Systems Security & Compliance
- Deploy system patches, firmware updates, and security configurations in alignment with organizational IT policies.
- Support Endpoint Management (Intune/MECM), antivirus solutions, and device compliance standards to mitigate cyber risks.
- Oversee backup monitoring and participate in Disaster Recovery (DR) drills to ensure data recoverability.
- Proactively audit systems to identify vulnerabilities and implement hardening measures.
IT Operations & Asset Management
- Maintain an accurate IT Asset Management (ITAM) inventory, tracking hardware lifecycles and software licensing compliance.
- Streamline IT onboarding and offboarding workflows to ensure a secure and efficient employee lifecycle.
- Act as a technical liaison with external vendors and service providers to resolve third-party service issues.
- Support IT procurement by conducting technical evaluations and providing detailed specifications for new infrastructure investments.
Requirements
Education & Certification
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- Preferred Certifications: Microsoft Certified: Modern Desktop Administrator, M365 Fundamentals/Associate, or CompTIA A+/Network+.
Experience
- 46 years of progressive experience in IT Support or Systems Administration roles.
- Proven track record of participating in Enterprise Microsoft Migrations (M365, Tenant-to-Tenant, or On-prem to Cloud).
- Experience in regulated environments (e.g., Healthcare, Finance, or Corporate HQ) is highly desirable.
Technical Competencies
- OS Mastery: Advanced proficiency in Windows 10/11 and Windows Server environments.
- Cloud Administration: Deep knowledge of M365 Admin Center, Exchange Online, and SharePoint.
- Identity Management: Strong hands-on experience with Active Directory and Entra ID (Azure AD).
- Networking: Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Security: Experience with endpoint protection (EDR/AV) and MFA enforcement.
Behavioral Competencies
- Customer-Centric Mindset: Dedicated to providing a high-quality service experience.
- Effective Communicator: Ability to translate complex technical concepts for non-technical stakeholders.
- Analytical Problem Solver: Strong diagnostic skills with a focus on root-cause analysis.
- Adaptable: Capable of managing multiple priorities in a fast-paced, evolving environment.
