The Infrastructure Support Specialist II position is a customer-facing support position that requires excellent communication skills. The position requires extensive experience in managing and supporting end-user devices, with a strong focus on Microsoft 365, Intune, Azure and Endpoint security solutions like NinjaOne and CrowdStrike. This role involves providing technical support to end-users, managing hardware and software installations, and maintaining optimal performance of desktop environments across the organization. The candidate should also have a good understanding of networking basics and security protocols.

QUALIFICATIONS:

Outstanding customer service skills.
Strong critical thinking and decision-making skills with the ability to multitask and manage one’s time.
Experience with IT infrastructure and network security.
Ability to support hardware deployments, including Dell laptop imaging, printer support, and peripheral troubleshooting.
Minimum of 2-4 years of experience in a desktop/infrastructure support or a similar role.
Hands-on experience with Microsoft 365 applications, Active Directory, Group Policy, and DNS in a hybrid cloud infrastructure.
Strong communication skills with a customer-first attitude and ability to resolve issues efficiently and professionally.
Proficiency in managing endpoints using endpoint protection platforms.
Familiarity with remote support tools and techniques for supporting remote users.

SKILLS:

Solid understanding of network fundamentals (TCP/IP, DNS, DHCP) and VPN configurations.
Ability to create and maintain technical documentation.
Strong communication and interpersonal skills for effective user support.
Proficiency in device management using Intune and other MDM solutions.
Certifications: Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+, ITIL Foundation, or similar are highly desirable.

Monitor ticketing queue and ensure SLAs are met for L1/L2 support issues.
Provide support for desktops, laptops, servers, peripheral devices, including printers and mobile device management.
Troubleshoot and resolve hardware and software issues for Windows operating systems.
Provision, configure and manage endpoints using NinjaOne and Intune or similar tools.
Ensure device security with Microsoft Defender for Cloud and CrowdStrike.
Configure VPN access (SonicWall) and troubleshoot MFA issues.
Support port-level troubleshooting and VLAN changes on Meraki MS switches.
Document switch/AP configurations and user network access issues.
Familiar with building and maintaining virtual server environments or within Azure.
Manage asset inventory ensuring accurate records of hardware and software asset assignments.
Maintain and update IT documentation, including knowledge base articles and user guides.
Assist in the planning and execution of IT projects, including hardware refreshes, software upgrades, and system migrations.