Senior Technician, IT Infrastructure
Why Ryan
Competitive Compensation and Benefits
Home Office Stipend
Business Connectivity Reimbursement (Phone/Internet)
Gym Membership or Equipment Reimbursement
LinkedIn Learning Subscription
Flexible Work Environment
Tuition Reimbursement After One Year of Service
Accelerated Career Path
Award-Winning Culture & Community Outreach
Duties and responsibilities as they align to Ryans Key Results
People:
- Foster a culture of collaboration and continuous improvement within the IT team.
- Act as a senior escalation point for complex technical issues and provide guidance to the Service Desk team.
- Lead communication and project coordination with business units representing IT infrastructure services across the organization.
- Manage vendor relationships to enhance service delivery and optimize performance.
- Oversee multiple projects demonstrating strong time management and leadership skills.
- Partner with IT management to improve service delivery methods and procedures.
- Support continuous cross-training within the Desktop Administration Team.
- Participate in on-call rotations for critical support outside normal business hours.
Client :
- Act as the primary point of contact for IT infrastructure support at designated locations ensuring the reliability and performance of desktop and broader IT systems through strategic and hands-on support.
- Deliver tier 3 support for the Service Desk on desktop issues and provide tier 1-2 support for network server and telecommunications queries showcasing a deep understanding of the IT infrastructure spectrum.
- Responsively address service desk requests via various channels ensuring all tickets are resolved efficiently and in alignment with firm SLAs and Best Practice guidelines to exceed client expectations.
- Forge strong collaborative relationships with business units and vendors serving as a critical liaison to translate requirements into IT solutions address challenges and align infrastructure developments with business goals.
- Manage the coordination movement and reconnection of IT infrastructure equipment ensuring smooth transitions and minimal disruption to operations.
- Offer direct assistance to users addressing queries and problems with a focus on service excellence and user satisfaction ensuring that IT supports business productivity and growth.
Value:
- Lead strategic IT infrastructure projects beyond desktop technology contributing to the design and deployment of scalable secure solutions.
- Develop and uphold IT standards policies and procedures.
- Optimize vendor management for value and performance.
- Stay current with emerging technologies and recommend relevant innovations.
- Provide advanced troubleshooting and maintenance across IT infrastructure components.
- Promote operational excellence through ITIL frameworks and best practices.
- Conduct audits and performance analyses to optimize systems.
- Manage resource allocation and capacity planning to support future business needs.
Education and Experience:
- Bachelors degree in a relevant technology field or equivalent experience and knowledge of computer/network principles is required.
- More than 7 years of IT Infrastructure Support experience in medium to large multi-location companies managing Desktops servers networks and telephony.
- Proven ability to provide tier 1-3 Desktop support in a 5000 user corporate computing environment that consists of Windows 10/11 and Mac clients.
- Proficiency in using industry-standard Mobile Device Management (MDM) solutions such as JAMF Pro and Intune to manage a variety of devices ensuring secure and efficient operations across the organization.
- Must have a solid foundation in network server and telecommunication systems with the ability to manage and troubleshoot complex infrastructure issues.
- Strong project management skills and experience with Incident and Change management processes.
- Exceptional problem-solving abilities and communication skills.
- Ability to collaborate to determine the most appropriate technical strategies and designs to meet business needs.
Computer Skills:
- Proficient in Microsoft O365 and Windows 10/11.
- Familiar with SCCM VMware vSphere and networking technologies.
- Experience with PowerShell scripting and MDM tools like JAMF Pro and Intune is preferred.
- Additional knowledge in Microsoft Server Operating Systems and components (Active Directory DNS DHCP ADFS) VoIP VLANs LAN/WAN technologies load balancers and wireless technologies is a plus.
Certificates and Licenses:
- Valid drivers license required.
- Microsoft O365 MCP and Active Directory certifications preferred.
- Additional certifications in Windows Server VMware CCNA Network or Security are advantageous.
Work Environment:
- Standard indoor working environment.
- Occasional long periods of sitting while working at a computer.
- The position requires regular interaction with employees at all levels of the Firm and external vendors.
- Able to travel internationally travel requirement: up to 25%.
#Li-Hybrid
Required Experience:
Senior IC
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