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Managed Services | Server Administration | Network Infrastructure | Microsoft Platforms | Cloud & On-Premise Support

·   Configure, support, troubleshoot, and maintain servers across customer environments.

·   Manage servers including email, print, backup, and other application or infrastructure servers and their associated operating systems and software.

·   Support Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, server setup, maintenance, and administration.

·   Perform remote support and occasional onsite support for customer infrastructure and escalation needs.

·   Support cloud and on-premise infrastructure environments in accordance with documented standards and customer requirements.

·   Configure, troubleshoot, and support routers, firewalls, VPN, IPsec, certificates, and related security services.

·   Support LAN / WAN design, topology, implementation, connectivity, and troubleshooting across customer environments.

·   Conduct research into networking issues, products, vendor documentation, and technical resolutions as required.

·   Assist with firewall, network access, remote access, and general network administration issues.

·   Maintain working knowledge of cloud, on-premise, and hybrid infrastructure security considerations.

·   Maintain a general working knowledge of Microsoft Azure, Amazon Web Services, and other cloud infrastructure platforms as applicable.

·   Support cloud and on-premise infrastructure components, including compute, storage, backup, identity, and administrative services.

·   Support SAN, NAS, and other storage devices used in customer environments.

·   Assist with backup server support, backup software support, backup monitoring, and related troubleshooting.

·   Recommend appropriate hardware, software, storage, and cloud solutions based on customer requirements and Exigo standards.

·   Enter time and expense information into the customer management system on a timely basis.

·   Close tickets and assigned tasks with clear resolution information, supporting notes, and customer communication details.

·   Document troubleshooting steps, technical findings, configuration changes, and customer environment updates accurately.

·   Research technical issues and resolutions online and communicate findings clearly to customers and internal teams.

·   Follow Exigo service delivery, documentation, change control, escalation, security, and time entry procedures.

·   Perform presales hardware and software recommendations based on customer needs, technical requirements, and Exigo best practices.

·   Assist in defining technology best practices for Exigo and its customers.

·   Keep technical processes under regular review and report recommended changes to service leadership.

·   Help make recommendations on customer hardware/software requirements and reasonable installation or support timeframes.

·   Identify opportunities to standardize, improve, automate, or better document customer infrastructure support processes.

·   Mentor desktop support and field technicians by sharing technical knowledge, troubleshooting guidance, and best practices.

·   Work collaboratively with managed services team members supporting the customer, including lead consultants and desktop support team members.

·   Provide technical guidance to internal teams when infrastructure issues require administrator-level expertise.

·   Coordinate with outside vendors, software providers, hardware manufacturers, telecom providers, and security providers as needed.

·   Maintain strong written and oral communication with customers, internal teams, and vendors.

·   Responsible for supporting and maintaining customer infrastructure and making sound technical recommendations within approved standards and procedures.

·   Helps evaluate customer-specific hardware, software, cloud, network, security, storage, and infrastructure requirements.

·   Recommends installation and support timeframes based on customer needs, technical complexity, and resource availability.

·   Keeps technical processes under regular review and reports recommended changes to management, service leadership, or lead consultants as appropriate.

·   Determines when issues should be resolved directly, escalated internally, referred to a vendor, or coordinated with customer IT contacts.

·   College degree or equivalent professional experience; five or more years of experience may be considered in lieu of a degree.

·   Two to five years of experience in network/server support services; relevant certifications are a plus.

·   Current and competent understanding of Windows Server 2016 or higher, Active Directory, domain infrastructure, identity management, and server administration.

·   Hands-on hardware troubleshooting experience.

·   Knowledge of LAN / WAN design, topology, implementation, and troubleshooting.

·   Proficiency with cloud and on-premise infrastructure concepts, including general knowledge of Azure and/or AWS.

·   Proficiency with SAN, NAS, and other storage devices.

·   Experience with VPN, IPsec, certificates, firewall administration, and other security services.

·   Strong written and oral communication skills.

·   Strong interpersonal skills, customer service orientation, and ability to work in a team-oriented, collaborative environment.

·   Highly self-motivated and directed with keen attention to detail.

·   Ability to effectively prioritize and execute tasks in a managed services environment.

·   Microsoft, networking, cloud, security, Fortinet, Cisco, CompTIA, or vendor-specific certifications preferred but not required.

·   Experience in a Managed Services Provider environment supporting multiple customer networks and infrastructure platforms.

·   Experience performing technical recommendations for hardware, software, cloud, backup, storage, and infrastructure projects.

·   Experience mentoring desktop support, field technicians, or service desk personnel.

·   Experience with customer management systems, ticketing systems, documentation standards, and formal service delivery procedures.