Senior Associate, IT End User Services

Fortitude Re•Jersey City, NJ

About The Position

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry. Click here for more information about Fortitude Re. The Senior Associate, IT End User Services handles the most complex technical issues and plays a key role in maintaining the overall stability and performance of Azure-hosted end-user platforms. This role provides advanced troubleshooting and platform optimization for Azure Virtual Desktop (AVD), Microsoft Teams, endpoint management, and related Azure identity and cloud services. This position leads high-impact incident response, drives root-cause analysis, and implements proactive improvements to ensure secure, reliable, and high-performing end-user technology services. L3 specialists are also involved in strategic IT initiatives such as disaster recovery planning, major system upgrades, and cross-departmental technology rollouts within a cloud-first environment.

Requirements

5+ years of experience in enterprise IT support or cloud-based end-user environments.
Advanced knowledge of Azure Virtual Desktop (AVD), Microsoft Teams architecture, and Azure cloud services.
Strong experience with Entra ID (Azure AD), Conditional Access, and identity-driven access controls.
Experience managing complex Intune / MDM configurations and endpoint compliance policies.
Strong understanding of IT security practices, including multi-factor authentication, encryption, and data protection.
Experience with AWS (Amazon Web Services) is essential.
Proficiency with advanced networking concepts (VLANs, routing, firewall configurations).
Experience with IT automation tools and scripting (PowerShell preferred) for process optimization.
Leadership skills with experience guiding L1 and L2 teams through complex incident resolution.
Ability to plan, execute, and manage large-scale IT and cloud platform initiatives.
Ability to write clear and concise technical documentation.
Excellent troubleshooting, communication, and interpersonal skills.

Nice To Haves

Previous experience with Okta and Jira is preferred but not mandatory.

Responsibilities

Provide expert-level troubleshooting and administration of Azure Virtual Desktop (AVD), ensuring high availability, scalability, and performance across host pools and session environments.
Diagnose and resolve complex Microsoft Teams performance issues, including media quality (latency, jitter, packet loss), authentication challenges, and integration within virtual desktop environments.
Lead root-cause analysis of issues spanning Azure infrastructure, identity (Entra ID / Azure AD), endpoint management, and network dependencies.
Manage and configure advanced MDM and Intune policies, ensuring secure and compliant device management across Windows, macOS, and mobile platforms.
Lead provisioning and deprovisioning processes, overseeing access permissions and secure access to critical cloud-based systems and services.
Analyze performance telemetry and monitoring data to proactively identify trends, recurring incidents, and systemic weaknesses within Azure-hosted end-user services.
Lead system monitoring and incident response for Azure-based end-user platforms, implementing durable fixes to prevent repeat issues.
Manage major IT rollouts, including Azure-hosted services, collaboration tools, and end-user platform upgrades, ensuring minimal disruption to operations.
Collaborate on disaster recovery planning and business continuity strategies for Azure Virtual Desktop and Microsoft 365 services.
Lead escalations from L1 and L2 teams, serving as the final point of escalation for high-priority and cross-platform incidents.
Implement and manage advanced patching, upgrade, and maintenance schedules for critical end-user systems and cloud-hosted platforms.
Develop technical documentation, standards, and knowledge transfer materials to strengthen team capability and reduce repeat escalations.