Senior Infrastructure and End User Support Consultant

Senior Infrastructure and End User Support Consultant

Ohio - USA

Who You Are

You are a seasoned infrastructure and end-user support professional who combines broad technicalexpertisewith a service-first mindset. You diagnose complex issues quickly, communicate clearly with customers and colleagues, and take ownership through resolution.

About The Role

As the Senior Infrastructure and End User Support Consultant, you will serve as a senior technical escalation point and technical owner for assigned customer environments. You will support end-user compute and core infrastructure services, guide Level1and Level 2 technicians, and contribute to projects, automation, and service improvements across a managed services portfolio.

Other responsibilities include:

• Serve as a senior escalation point for infrastructure and end-user compute issues, providing guidance to Level 1 and Level 2 technicians and ensuringtimelyresolution of incidents and service requests.
• Act as the technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services in alignment with contractual commitments.
• Design, build, deploy, and maintain
  
  Windows endpoint images, deployment standards, application packaging, and automated provisioning processes.
• Administer and support Microsoft 365, Active Directory, Azure AD/Entra , Exchange Online, Teams, One Drive, and identity-related technologies.
• Manage endpoint platforms and lifecycle operations including hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.
• Support and troubleshoot virtual desktop infrastructure (VDI), remote access solutions, and modern workplace technologies.
• Assist with administration and troubleshooting of Windows Server, VMware, storage, backup, and related infrastructure platformsimpactingcustomer environments.
• Ensure all incidents, requests, changes, and project work are accurately documented within Service Now, including technical findings, root cause analysis, and knowledge transfer details.
• Develop andmaintaintechnical documentation including SOPs, build guides, imaging procedures, architecture diagrams, and customer-specific support runbooks.
• Participate in infrastructure projects including server deployments, migrations, Microsoft 365 initiatives, onboarding activities, and technology refresh efforts.
• Coordinate with vendors, hardware manufacturers, software providers, and third-party partners to resolve complex technical issues.
• Identify recurring issues, recommend service improvements, and drive automation and standardization efforts across customer environments.

Must be based inOhio,United States. Must have the ability to drive to customer locations in the Cleveland, Ohio area.

Desired skills and experience:

• Bachelor's degree in Information Technologyor related field, or equivalent practical experience.
• 6+ years of experience supporting enterprise infrastructure and end-usercomputeenvironments.
• Strong hands-on experience with Microsoft 365, Entra  (Azure AD), Active Directory, Exchange Online, Teams, One Drive, Intune, Microsoft Endpoint Manager, and identity management.
• Experience building, deploying, and maintaining
  
  Windows workstation images, automated deployment solutions, endpoint configuration standards, and software packaging processes.
• Proven abilitysupporting
  
  Windows 10/11, macOS, endpoint security platforms, patch management solutions, and device lifecycle management.
• Experience administering endpoint management platforms such as Intune, Autopilot, SCCM/MECM, Datto RMM,Ninja One, or similar solutions.
• Strong knowledge of virtualization technologies including VMware vSphere, Horizon,ESXi, and virtual desktop infrastructure (VDI).
• Experience administering Windows Server environments including Active Directory, DNS, DHCP, Group Policy, file services, and certificate services.
• Working knowledge of backup, disaster recovery, storage, and monitoring platforms commonly found in managed services environments.
• Solid understanding of networking fundamentals including TCP/IP, VLANs, VPN connectivity, routing, switching, wireless networking, DNS, DHCP,…