Infrastructure Engineer (Systems Administration & End User Support)
Summary
Hybrid role combining Tier 2/3 end-user support with systems administration of core IT infrastructure. Day to day: resolving escalated tickets, supporting Windows Server, VMware, Microsoft 365, Active Directory and VPN, plus patching, backups/DR, monitoring, and PowerShell automation.
Seeking an experienced Infrastructure Engineer to provide advanced end-user support while maintaining and improving our core infrastructure platforms. This role combines hands-on systems administration with technical troubleshooting, operational support, and infrastructure maintenance.
The ideal candidate is customer-focused, technically strong, and comfortable balancing ticket-based support with infrastructure administration responsibilities.
Key Responsibilities
End User Support
- Serve as a Tier 2/3 escalation point for complex technical issues.
- Troubleshoot and resolve incidents, service requests, and infrastructure-related support tickets.
- Support Microsoft 365, Windows, Active Directory, VPN, file services, printing, and collaboration technologies.
- Provide technical assistance to consultants, business users, and executive staff.
- Perform root cause analysis and implement permanent solutions for recurring issues.
- Maintain a high level of customer service and communication throughout issue resolution.
- Take part in a rotating on-call role as an escalation resource.
Infrastructure Operations
- Administer and support Windows Server, VMware, storage, backup, and core infrastructure platforms.
- Perform system patching, upgrades, maintenance, and lifecycle management activities.
- Monitor infrastructure health, performance, and availability.
- Support backup, recovery, and disaster recovery activities.
- Participate in incident response and operational support activities.
- Contribute to automation and process improvement initiatives.
- Maintain technical documentation, operational procedures, and knowledge articles.
Required Qualifications
- 5+ years of Systems Administration or Infrastructure Engineering experience.
- Strong experience supporting Windows Server environments.
- VMware administration experience.
- Experience supporting Microsoft 365 and Active Directory.
- Experience managing and resolving end-user support tickets and escalations.
- Strong troubleshooting and problem-solving skills.
- Experience with PowerShell scripting and automation.
- Excellent customer service and communication skills.
Preferred Qualifications
- Experience with enterprise backup and recovery platforms such as Rubrik, Veeam, or Commvault.
- Experience with Azure, AWS, or GCP.
- Familiarity with Terraform, Ansible, or other automation tools.