Senior Cloud Infrastructure Engineer

Description

Position: Senior Cloud Infrastructure Engineer

Location: Salt Lake City, UT

Department: Service Desk Team

Reports To: Front Line Service POD Team Lead (TL)

Salary/Pay: $90K - $125K / Year - Commensurate with experience and education

FLSA Status: Full-Time, Exempt

Purpose Of The Role

To provide expert-level escalation support for cloud and IT infrastructure issues, assist in project implementation, and contribute to achieving client satisfaction and operational efficiency.

How You Create Value

• Acting as the final escalation point for complex technical issues, ensuring timely resolution.
• Supporting project initiatives by assisting with deployments and configurations as needed.
• Ensuring documentation and knowledge sharing across Front Line Services and the Projects Team.
• Building collaborative relationships with both internal teams and clients.
  
  

Essential Duties And Responsibilities

• Provide advanced troubleshooting and resolution for escalated technical issues across the stack, including cloud, network, and endpoint environments.
• Assist the project team with planning and implementing cloud infrastructure and migrations.
• Collaborate with the Front Line Services and Projects teams to improve operational workflows.
• Participate in solution engineering efforts, including assisting sales teams in crafting technical solutions.
• Create and maintain comprehensive documentation for escalated issues and project implementations.
• Monitor and act on key metrics like resolution time and project timelines.
• Participate in on-call rotations for 1 week at a time, typically 4 to 5 times per year per technician, to provide after-hours support for escalated incidents and critical issues.
• Utilize CRM, ticketing systems, and BI dashboards to track service metrics (CSAT, NPS) and support the delivery of high-quality services.
  
  

Key Technical Skills And Responsibilities

• Advanced networking troubleshooting: In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.
• Proficiency with Windows Server environments: Experience in diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file-sharing services.
• Virtualization technologies: Experience working with Hyper-V and VMware, managing and troubleshooting virtual environments.
• Backup and disaster recovery: Knowledge of BDR solutions and troubleshooting backup issues to ensure data integrity.
• Experience with firewall configurations and security protocols, identifying and mitigating security risks.
• Cloud platforms: Familiarity with Microsoft Azure and other cloud environments, handling escalated cloud service issues.
• Microsoft 365: Advanced troubleshooting in M365 services, including Exchange Online, SharePoint, and OneDrive. Strong skills in M365 endpoint administration, identity management, and tenant migrations.
• Incident escalation and collaboration with other teams for quick resolution of critical or security-related issues.
• Expert in Microsoft cloud solutions (Azure, M365) and hybrid environments.
• Proficient in Microsoft Intune, Autopilot configuration, and Azure virtual networking.
• Demonstrated ability to lead or support technical projects, ensuring alignment with client needs and company goals.
  
  

Working Conditions

• Professional office environment.
• Participation in on-call rotations is required to address after-hours escalations and urgent client issues.
• May require on-site support depending on client needs.
• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.
  
  

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.

Requirements

Experience and Education:

• Education: A BS in Computer Science or similar, or equivalent certifications.
• Experience:
• Minimum 6 years of hands-on IT infrastructure and cloud support.
• 3 years in a role requiring escalation support for MSP environments.
• Proven experience assisting with IT projects, including scoping, planning, and execution.
• Familiarity with MSP/MSSP environments is highly preferred.
• Certifications (Preferred):
• Microsoft Certified Azure Administrator Associate
• Microsoft 365 Certified Endpoint Administrator Associate
• Cisco Certified Network Administrator (CCNA)
• Relevant ITIL or project management certifications.