Senior Infrastructure and End User Support Consultant

About this role

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.

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.

• Complete ongoing security awareness training and comply with company policies to the requirements section

• Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts

• Other duties as assigned

Core Competencies

• Effective communication skills both internally and externally

• Highly organized and detail oriented

• Broad technology background

• Efficiently break down problems and quickly identify the correct course of action

• Passion for learning new technologies

• Flexibility and willingness to do what it takes to get the job done

• Experience working within Service Management toolsets a must

• ITIL knowledge and international experience a plus

A Little About Us

Our mission is to challenge and enable our employees to achieve great things.

We live and breathe our core values:

• We Before Me: We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes, readily admit our mistakes, and generously share our time and knowledge.

• Dare To Be Great: We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation.

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