Infrastructure Support Technician

As an Infrastructure Support Technician I you will provide technical support for customers with technologies including Microsoft 365 Azure Windows Server VMware vCenter Virtualization/VDI platforms NinjaOne and LogicMonitor within a Managed Services environment. This person will respond to incidents process service requests perform troubleshooting of unresolved issues for customers and internal Arraya systems and assist with operational maintenance activities.

This position reports to the Infrastructure and Security Manager Managed Services.

Responsibilities

Respond to and resolve incidents and service requests within defined SLAs

Identify and troubleshoot issues related to Microsoft technologies including servers workstations and cloud environments

Perform routine maintenance tasks including patching monitoring remediation backup validation and routine infrastructure maintenance activities

Provide technical assistance for supported technologies including Active Directory Microsoft 365 Azure Windows Server VMware vCenter NinjaOne LogicMonitor Intune and related infrastructure platforms

Investigate alerts logs and security-related events within Microsoft 365 Microsoft Purview Azure and related systems

Assist with Intune device management endpoint configuration compliance policy deployment and troubleshooting activities across Microsoft cloud and endpoint management platforms

Monitor and assist with backup operations validation troubleshooting and remediation activities using platforms such as Druva and Veeam Backup & Replication

Manage assigned ticket workload and provide timely customer updates Maintain customer knowledgebase and update documentation as required Participate in On-Call rotation

Escalate issues with detailed troubleshooting context and supporting information Confidential - Arraya Solutions Inc.

Expectations

Maintain >90% ticket SLA adherence and consistent accurate time entry completion throughout the work week

Demonstrate sound judgment regarding issue resolution and escalation paths

Maintain accurate and complete ticket documentation including problem statements troubleshooting steps and resolution summaries

Update documentation and knowledgebase articles for new issues and environment changes as required

Follow established operational procedures runbooks escalation paths and platform standards

Provide clear concise and customer-friendly communication to customers and internal teams

Demonstrate the ability to prioritize workload and manage multiple customer requests effectively

Maintain professionalism accountability reliability and attention to detail in day-to-day responsibilities

Progress toward Tier II-level troubleshooting capabilities and continued technical development

Complete at least one technical certification within 12 months related to Azure Microsoft 365 virtualization backup or security technologies

Preferred Qualifications and Experience

2 years of experience working within a Managed Services Provider (MSP) environment strongly preferred

Successful candidates must be comfortable operating in a fast-paced Managed Services environment and capable of independently managing ticket workload customer communication and standard troubleshooting responsibilities within the first several weeks of employment

Experience supporting Microsoft enterprise solutions including Microsoft 365 Azure AD Windows Server Active Directory Intune and endpoint management platforms

Experience using patch management RMM and deployment platforms such as NinjaOne Datto RMM ManageEngine WSUS and SCCM

Experience with virtualization technologies including VMware vCenter and VDI environments

Experience with monitoring RMM and operational support platforms including NinjaOne and LogicMonitor

Experience supporting backup and recovery platforms such as Druva and Veeam Backup & Replication

Experience reviewing logs alerts and security-related events within Microsoft 365 Microsoft Purview Azure or similar cloud platforms

Demonstrated ability to manage workload and prioritize based on customer needs

Excellent communication documentation and customer-facing skills

Demonstrated ability to support users and troubleshoot problems remotely Confidential - Arraya Solutions Inc.

Demonstrated ability to communicate and collaborate effectively with other team members

Desire to learn emerging technologies and pursue technical certifications related to supported platforms

Preferred Certifications

Microsoft Certified Azure Fundamentals

Microsoft 365 Certified: Fundamentals

VMware Certified Technical Associate

Microsoft Certified: Security Compliance and Identity Fundamentals

Education

High school diploma or equivalent

Position Type and Expected Hours of Work

Full-Time

Remote

40 hours per week

Monday through Friday

Occasional travel to Arrayas Managed Services facility

Work is performed in a 247 operations environment with On-Call participation