JOB SUMMARY:
ICL’s Senior IT Infrastructure Support Engineer, contributes to the day-to-day deployment, management, monitoring, maintenance, support, and incident response for ICL’s IT infrastructure and cybersecurity. Network infrastructure includes but is not limited to, cloud services, firewalls, switches, wireless access points, cabling, security cameras, telephony systems and workstation and server endpoints. This position part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area.
ESSENTIAL JOB FUNCTIONS:
- Provide tier 1, 2, and 3 support by phone, online, and in-person through visits to NYC area locations.
- Follow established procedures to resolve common IT support requests.
- Provision, configure, and architect enterprise IT equipment, server infrastructure, and core network assets.
- Maintain IT records, including asset management.
- Participate in on-call after-hours rotation schedule.
- Work with users to elicit the objectives behind their request and provide great customer service.
- Maintain a clean and well-organized work environment.
- Stay current with technology trends and continuously develop technical skills.
- Contribute to the development, maintenance, and enforcement of ICL technology-related policies and procedures.
- Lead and manage major IT infrastructure projects assigned by leadership.
- Communicate with staff on a proactive basis regarding IT changes and incidents that affect them.
- Work on tasks and projects as assigned by supervisor.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:
- Providing exceptional customer service.
- Proficient with Microsoft Windows operating system and Office 365 products.
- Performing complex hardware, virtual server, and enterprise network deployment, optimization, and troubleshooting.
- Collaborating with a team.
- Utilizing strong written and verbal communications.
- Strong organization and time management skills are required.
- Strong leadership and ability to work independently and lead projects is required.
- Works cooperatively with other staff members.
- Data-driven understanding of identifying and addressing problems.
- Creative thinker, energized by complex problem-solving.
- Passion for using information technology to optimize user experience.
- Physical ability to perform tasks such as bending, reaching, and/or lifting for extended periods of time.
- Ability to lift and/or carry equipment up to 50 pounds as needed.
QUALIFICATIONS AND EXPERIENCE:
- Advanced technical security/engineering certification (CCNP, MCSE, etc.)
- Experience:
- Managing Microsoft Active Directory in a hybrid domain-joined environment.
- Managing Microsoft Entra ID environments, including conditional access policies, Intune, Identity Governance.
- Managing Microsoft Azure Cloud Infrastructure and Enterprise Applications, and familiar with Software as a Service.
- Managing Cisco Meraki products such as firewalls, switches, WAPs, SDWANs, VPN, and Umbrella.
- Managing Enterprise-level VoIP, meeting, and video conferencing solutions.
- Familiar with Infrastructure as Code and automation using scripting tools like PowerShell.
- Minimum of 5 years of progressive experience in infrastructure engineering, systems administration, or network engineering.
- Bachelor‘s degree or the equivalent combination of education and experience is required.
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