Senior Infrastructure and End User Support Consultant (Remote)

Role overview

This senior consulting role supports managed services customers as a top-tier technical escalation point for end-user compute and core infrastructure environments. The position blends hands-on troubleshooting, project delivery, and standards development, with responsibility for guiding junior technicians and owning assigned customer environments end to end.

Responsibilities

- Serve as a senior escalation contact for complex infrastructure and end-user compute incidents, mentoring junior technicians through timely resolution. - Act as the technical owner of assigned customer environments, supporting endpoints, identity, virtualization, and core infrastructure services against contractual commitments. - Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packaging, and automated provisioning workflows. - Administer Microsoft 365, Active Directory, Entra ID (Azure AD), Exchange Online, Teams, OneDrive, and related identity services. - Manage endpoint lifecycle operations including hardware standards, imaging, patching, refresh programs, and asset tracking. - Support and troubleshoot virtual desktop infrastructure, remote access solutions, Windows Server, VMware, storage, and backup platforms. - Document incidents, requests, changes, and project work in ServiceNow, including root cause analysis and knowledge transfer details. - Contribute to infrastructure projects such as server deployments, migrations, Microsoft 365 initiatives, onboarding, and standardization efforts. - Coordinate with hardware vendors, software providers, and third-party partners to resolve complex technical issues and identify service improvements.

Requirements

- Bachelor's degree in Information Technology or a related field, or equivalent practical experience. - Six or more years supporting enterprise infrastructure and end-user compute environments. - Strong hands-on experience with Microsoft 365, Entra ID, Active Directory, Exchange Online, Teams, OneDrive, Intune, and Microsoft Endpoint Manager. - Experience building and maintaining Windows workstation images, automated deployment solutions, and software packaging processes. - Proven ability supporting Windows 10/11, macOS, endpoint security, patch management, and device lifecycle operations. - Familiarity with endpoint management platforms such as Intune, Autopilot, SCCM/MECM, Datto RMM, NinjaOne, or comparable tools. - Solid knowledge of VMware vSphere, Horizon, ESXi, and virtual desktop infrastructure. - Experience administering Windows Server, Active Directory, DNS, DHCP, Group Policy, file services, and certificate services. - Working knowledge of backup, disaster recovery, storage, and monitoring platforms common in managed services. - Understanding of networking fundamentals including TCP/IP, VLANs, VPN, routing, switching, DNS, DHCP, and firewall troubleshooting. - Experience working within service management toolsets.

Nice to have

- ITIL knowledge and international experience.

Benefits and work setup

- Remote position; must be based in Ohio with the ability to drive to customer locations in the Cleveland area roughly once per week. - Unlimited paid time off. - Incentive compensation plans available to all employees. - Company-funded 401(k) contributions. - Zero-cost employer-covered health insurance. - Annual BYOD (Bring Your Own Device) reimbursement up to $500. - Paid parental leave. - Transparent culture with 1:1 coaching, performance reviews, and ongoing feedback. - Disclosed base salary range under NYC pay transparency: $86,000 to $98,000, plus opportunity for bonus or commission. Compensation in other geographies may vary.