Infrastructure Engineer

Excelsior • Albany, NY

7d • Remote

About The Position

The Infrastructure Engineer supports and organizes the Tier 3 Service Desk queue and provides subject matter support across technology areas such as telephony, physical and cloud networking, Linux and Windows engineering, and AWS and Azure administration. Reporting to the Sr. Director Infrastructure, the role helps ensure Excelsior platforms are secure, reliable, scalable, and aligned with institutional business objectives. It provides engineering expertise, helps define and implement governance standards, supports automation initiatives, and partners with departments to modernize business processes. The role focuses on platform engineering, solution architecture, operational excellence, and user enablement in a complex enterprise environment.

The position is based at the university’s home office in Albany, NY, with remote candidates also considered. Remote employees must be available during work hours of 8:30 a.m. to 5:00 p.m. Eastern time and must occasionally travel for meetings, conferences, and professional development. The University supplies necessary equipment, such as a laptop and docking station. Employees are responsible for providing a workspace suitable for virtual meetings with minimal interruptions and noise.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience; equivalent practical experience may substitute for a degree.
• At least 3 years of progressive experience in IT infrastructure, systems administration, cloud operations, or a closely related support engineering role.
• Experience with a broad range of technologies and operational responsibility in an educational or enterprise environment.
• Hands-on experience administering cloud or hybrid infrastructure and troubleshooting production services across compute, network, identity, storage, telephony, and monitoring layers.
• Experience handling complex escalations in a structured service desk or ITSM environment, including incident documentation, root-cause analysis, and follow-through on recurring problems.
• Practical scripting or automation experience using a language such as Python, PowerShell, Bash, or Go; ability to read APIs and work with version control.
• Experience with Identity and Access Management (IAM) tools, single sign-on, and related technologies.
• Working knowledge of networking fundamentals, DNS, TCP/IP, access control, system logs, and security practices such as least privilege and change control.
• Strong written communication, sound incident judgment, and ability to coordinate work across technical teams.

Nice To Haves

• Experience with AWS or another major cloud platform.
• Experience with Terraform or comparable infrastructure-as-code tools, containers or Kubernetes, and CI/CD automation.
• Experience with observability platforms, log search, alerting, dashboards, and service desk analytics; familiarity with reducing MTTR and alert noise.
• Experience with Helix or comparable ITSM and ticketing platforms, including workflow or reporting improvements.
• Exposure to virtualization, endpoint and asset management, backup/disaster recovery, network security, or regulated environments.

Responsibilities

• Operate and improve cloud and hybrid infrastructure, including compute, storage, networking, telephony, identity, databases, backups, and monitoring.
• Administer relevant Windows and Linux systems, virtualization platforms, and cloud services using sound practices.
• Provision and maintain infrastructure through repeatable automation and infrastructure as code.
• Develop or maintain scripts, integrations, and event-driven workflows to reduce manual effort, improve consistency, and support safe change.
• Own complex Tier 3 incidents and escalations from triage through resolution.
• Analyze service desk and infrastructure trends to identify recurring incidents, emerging risks, capacity constraints, and noisy alerts.
• Maintain runbooks, knowledge articles, diagrams, configuration records, and change documentation.
• Improve incident, problem, and change workflows in alignment with ITIL/ITSM practices.
• Protect infrastructure through least-privilege access, secure configuration, patching, vulnerability remediation, backup and recovery practices, and audit-ready change records.
• Participate in risk reviews and continuity planning.
• Partner with service desk, application, infrastructure/security, and business teams to translate operational pain points into service improvements.
• Explain technical issues clearly and share knowledge to improve the effectiveness of other support tiers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level