Senior Infrastructure Analyst – L3 - Projects

Uprite Services•Houston, TX

About The Position

The Senior Infrastructure Analyst – L3 is a dual-focused role combining advanced technical support responsibilities with the planning and delivery of client infrastructure projects. This position resolves complex Level 3 support issues—including server, virtualization, networking, storage, and Microsoft 365—and serves as an escalation resource for lower-tier technicians and the NOC team. In addition, this role leads and executes technical projects such as infrastructure modernizations, server refreshes, cloud migrations, tenant-to-tenant migrations, software upgrades, security and monitoring deployments, and automation initiatives. The position works closely with project managers, vCIOs , and the NOC team to ensure successful project outcomes. Strong documentation, client communication, and cross-team collaboration skills are essential. This position participates in on-call rotations and supports the service desk during high-volume periods.

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

Technical Project Delivery (45%): Lead and /or support client infrastructure projects, including: Server refreshes, server consolidations, and upgrades On-prem to cloud migrations (Azure, Microsoft 365, hybrid, serverless) Line-of-business application upgrades and hosting transitions Network and Wifi infrastructure upgrades and optimization Security/monitoring deployments (firewalls, Liongard, monitoring appliances) AI, automation, and modernization initiatives Apply project governance best practices: work plans, scheduling, change control, documentation. Collaborate with vCIOs , PMs, Service Desk, and NOC on scoping, planning, delivery, and risk mitigation. Deploy, maintain , and troubleshoot server and application environments. Maintain Project documentation and client environnement configuration standards. Provide mentorship and knowledge-sharing to lower-tier technical staff. Participate in weekly project and technical review meetings. Contribute to internal initiatives focused on improving process and tools for onboarding and project workflows.
Support Analyst & L3 Escalation (45%): Act as an escalation point for Tier 1 and Tier 2 support teams and collaborate with the NOC team on complex troubleshooting Resolve escalated L3 technical issues from Service Desk, NOC, and client-submitted tickets. Provide advanced end- user , server , networking, firewall , and application support. Troubleshoot complex issues in virtualization (Hyper-V, VMware), SAN/NAS, AD, GPO, VPN, and Microsoft 365. Assist with domain renewals, SSL certificate lifecycle, and application deployments. Collaborate with NOC on complex support, security, monitoring, and remediation tasks. Communicate effectively with clients, vendors, and internal teams. Support the help desk when ticket volume is abnormally high. Provide technical guidance and mentoring to L1 and L2 team members.
Documentation & Administration (10%): Maintain and update documentation in ITGlue or other systems, including: LOB configurations SOPs and internal processes Passwords and access information Hardware/software inventories Maintain accurate time entry daily. Attend required team meetings, project meetings, and company events. Assist with internal process updates and operational improvements.