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 Arraya's Managed Services facility
- Work is performed in a 24×7 operations environment with On-Call participation
