IT Infrastructure Engineer
About The Position
The IT Infrastructure Engineer will provide support and guidance to level I support technicians for complex problems and issues. This role involves collaborating with other IT staff (Support, Infrastructure, DevOps) on projects and support initiatives. The engineer will manage departmental activities to support internal and external customers according to SLAs and OLAs, overseeing the daily management of enterprise-class computing platforms with a focus on configuration management, performance/availability, and resource management. A key responsibility is coordinating and maintaining a 24/7 support function that responds to incident notifications within 15 minutes. The role also requires providing excellent customer service through effective communication, maintaining records of user issues and resolutions in the ticketing system, and working on various IT systems, networks, security, and administrative projects as assigned.
Requirements
- Bachelor’s degree or equivalent experience
- 5 – 7 Years working of experience in support and support management
- Collaborative and willing to work as a team
- Mentoring and training skills
- Solid working knowledge of computer hardware, Office 365, Azure, Palo Alto Prisma and strong technical acumen in Network protocols (layer 1-3)
- Ability to work independently
- Proficient verbal and written communication skills and the ability to create technical documents.
- Must be organized and detail oriented.
- Strong customer service and problem-solving skills
- Excellent time management skills, ability to multi-task and prioritize work
- Strong communication, interpersonal and analytical skills to effectively collaborate, build relationships and manage change
- All applicants must be authorized to work for any employer in the US.
Nice To Haves
- Please apply even if you don’t meet every single listed qualification. If you’re excited about Fora’s mission and believe you can make an impact, we want to hear from you.
- We welcome candidates from all backgrounds — whether you’re self-taught, a career changer, a military veteran, a bootcamp graduate, returning to the workforce after caregiving, or a former founder.
Responsibilities
- Provide support and guidance to level I support technician(s) for complex problems and issues
- Collaborate and work with other IT staff (Support, Infrastructure, DevOps) on projects, and support
- Manages departmental activities in support of internal & external customers per SLA’s (Service Level Agreements) & OLA’s (Operational Level Agreements).
- Oversee the daily management of enterprise class computing platforms with a focus on configuration management, performance/availability and resource management.
- Coordinate and maintain a 7X24X365 support function that responds to incident notification within 15 minutes of every occurrence within the department’s scope.
- Provide excellent Customer Service by effectively communicating with users throughout resolution process
- Maintains associated records of user issues and problem resolution as per company policy and procedures using the ticketing system
- Works on ServiceDesk, Information Technology systems, Networks, Security and other administrative related projects as assigned
Benefits
- A good work/life balance
- Medical, Dental, Vision Coverage
- 401K Match
- Life Insurance at No Cost to Employees
- Generous Time Off Plan Including Rollover Vacation Days
- Commuter Benefits
- Health Care and Dependent Care Flexible Spending
- Opportunity for Advancement
- Year End Bonus Eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
