Infrastructure Project Specialist - L3

Uprite Services•Houston, TX

2h•Hybrid

About The Position

This position is primarily responsible for delivering technical projects for clients including but not limited to; infrastructure modernization and migrations (such as server refreshes, Azure cloud migrations, serverless transitions, and other migration-type efforts), software upgrades, tenant-to-tenant migrations, security/monitoring enhancements, AI & automation, and client training. The technician will apply project governance best practices and contribute to our innovation efforts, including new service offering development support and automation initiatives to streamline our project work. In addition to project work, this role provides advanced end user support, hardware support, server and host server support, and maintaining client documentation. The position serves as a high-level escalation resource for technical support tickets, resolving complex requests generated from end users, lower tier technicians, and remote monitoring software. Also, during times of abnormally high support ticket volume this resource will help support the service desk team if requested. Collaboration with the Network Operations Center (NOC) team is essential for troubleshooting escalated issues, implementing network and security solutions, and ensuring best practices across client environments. Topics addressed typically include host servers and virtualization, hardware maintenance, SAN/NAS storage, firewalls, advanced networking, backup and recovery, and documentation maintenance. This position is part of a 24x7 service team and requires participation in on-call rotations. Regular in-office presence is expected to foster team collaboration & learning, with flexibility for remote work and client site visits as project and support needs dictate.

Requirements

Valid Driver’s license and insurance
Ability to operate a motor vehicle
Strong customer service skills
Excellent communication and interpersonal skills, both verbal and written.
Ability to work collaboratively in a team environment to get results and resolve customer needs.
Ability to investigate and find the root cause of issues and follow through with corrective actions.
Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
Ability to act as a higher-level resource for escalation
Ability to adapt/modify troubleshooting techniques to address the situation
Knowledge of VPN/Remote access technologies
Microsoft Hyper-V and VMWare vCenter/ESXi
Microsoft Azure solutions
Windows Server/Desktop
Networking and firewall administration
Microsoft Exchange Administration
Microsoft 365 Administration
Associate’s degree in IT or equivalent experience
8+ Years of experience in Information Technology or related field
4+ Years of experience in End User Support
Valid Texas driver’s license and insurance
Ability to occasionally travel to client sites as needed

Responsibilities

Lead and execute client infrastructure projects, including: Server refreshes, consolidations, and upgrades
On-prem to Azure cloud migrations and serverless transitions to Microsoft 365
Specialized software upgrades and line-of-business hosting transitions
Microsoft 365 tenant-to-tenant migrations
Security and monitoring deployments (e.g., Liongard agents, monitoring appliances)
Collaborate with project managers, vCIOs, and the NOC team to scope, plan, and deliver projects on time and within budget
Apply project governance best practices, including work plan management, change control, and documentation
Deploy, update, and troubleshoot server and application environments as part of project work
Maintain standardized documentation for project configurations and client environments
Mentor and guide lower tier technical staff through direct conversations, lunch & learn sessions, and other collaborative training to promote skill development and knowledge sharing
Participate in weekly project meetings
Act as an escalation point for Tier 1 and Tier 2 support teams and collaborate with the NOC team on complex troubleshooting
Provide advanced end-user support and resolve escalated technical issues via assigned tickets, phone, email, and on-site visits
Support and maintain hardware, networking (switches, firewalls, wireless, VPN), and backup/recovery systems
Resolve issues with line-of-business applications and Microsoft 365 services
Assist with management of Group Policy administration for client domain including application installations, password management, and permission management
Assist with domain renewals and SSL certificate renewals and implementation as needed.
Communicate with users and vendors to assess, resolve, and document technical problems
Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information.
Drafts or revises internal processes and procedures.
Maintains logs of support services provided in the ticketing system.
Utilize time entry system to capture accurate time allocation
Attend bi-weekly team meetings and company meetings, as needed