Microsoft Infrastructure Engineer – Azure, Active Directory

at Pinnacle Technical Resources Inc
Published November 28, 2022
Location New York, NY
Category All  
Job Type Full-Time  

Description

Job Description:

* Seeking a candidate who has a deep expertise in serving clients and are passionate about advances in the IT space.
* The ideal candidate possesses a motivational commitment to excellence, offers a personal approach to service, enjoys being challenged and is dedicated to pursuing growth and learning.
* Provide advanced, L2/L3 support to end-users for Azure AD, on premises AD, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management.
* Respond to, diagnose, and troubleshoot problems through tools, analysis, and discussion with users to restore service and/or identify and correct problems.
* Daily operational requirements include excellent communications and customer service skills.
* Position requires individual to closely interact with end-users, from CEO level down, diplomatically, and technically.
* Provide IT support to Rock with hardware & networking related issues. Hardware support includes printers, pcs, tv cable boxes as well as other break/fix issue. Networking support with ports, phone configurations, & data room projects.
* Assist with A/v support for teams' rooms & meeting set ups for Video Conferencing and implement solutions for improvements needed.
* Assist VIP level users & offer tech service improvements to on site tech team with service now.
* Maintain high performing service support functions for all responsible projects
* Assist with move request and new hire on boarding process.
* Champion Service and Support in projects and developing a strong understanding of projects impacting service area and ensuring service impact is minimized and agreed
* Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
* Provide feedback to Head of Technology Support and Services and leads through team meetings
* Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
* Provide training to service desk agents with incidents and escalations with kb updates or remote coaching.
* Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
* Support internal and third-party service review meetings covering performance, service improvements, quality, and processes
* Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
* Support internal and third-party service review meetings covering performance, service improvements, quality, and processes.

Responsibilities:

* Perform end-users adds, changes, deletions and account/MFA/password resets in Active Directory and Azure AD.
* Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.
* Provide advanced, L2/L3 support to end-users for Azure AD, on premises AD, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management.
* Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems.
* Diagnose and repairs mechanical, hardware, software, and system failures using established procedures.
* Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-user, including Executive Level clients.
* Monitor and update Service Desk incident tracking tickets (ServiceNow) for issue response and resolution.
* Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue.
* Work with various automated and manual build and imaging methodologies.
* Perform installations, moves, software and hardware additions and changes to end-users IT equipment.
* Advanced research of client issues and effectively resolve.
* Interact with resolver groups to diagnose and resolve problems when possible.
* Document processes and procedures for self-help and for informational troubleshooting for other resolver groups.

Skills:

* Solid history and expert working knowledge of Windows 10. Windows 11 a strong plus.
* Solid understanding of Networking - TCP/IP, Remote Connectivity, Wi-Fi.
* MacOS support experience a strong plus.
* ServiceNow, ITSM or other major Ticketing System experience a strong plus.
* Must have excellent communication, documentation, and interpersonal skills.
* Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues.
* Ability to understand and explain complicated technical concepts to non-technical end-users to promote their knowledge of their technology tools.
* Ability to gain an understanding of the end-user's problems and deliver solutions and recommendations to solve quickly and proactively.
* Must be able to interface appropriately with multi-million-dollar producers and ultra-high net-worth clientele in our Headquarters.
* Self-starter with the ability to solve complex problems with innovate where needed with unique solutions.
* Must have excellent time management, prioritization, communication, and customer service skills.
* Ability to work independently with minimal supervision.
* Experience utilizing remote support tools for end-user support; diagnostic and repair.
* Ability to troubleshoot and configure end-user mobile devices i.e., smart devices, iOS, and Android devices.

Qualifications:

* 3 plus years of experience providing end-user deskside support, with a focus on as many of the following technologies areas as possible:
* Azure Technologies (Exchange Online, Azure AD, Endpoint Manager / Intune, WVD, Defender)
* Microsoft 365 (All E5 Tools and Applications)
* 8x8 or similar VOIP management experience
* General Hardware Support (Desktop/Laptop, Mobile Device)
* Prior experience supporting Managing Directors and C-Suite Level executives in a corporate financial institution, highly preferred.

Note:

* Is any remote work allowed? No, this is a 100% onsite role.
* Vaccination Required: *Per Client policy, the candidate selected for this role will need to be fully vaccinated for Covid by the start date.
* The candidate will need to provide proof of vaccination.*

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