IT Infrastructure Specialist (Level 3 support)

Innovation is a core value of INFUSE. We are bringing together people, who can look into the future to understand better how technology will shape businesses, and people, who create and navigate projects with great potential impact. We are looking for a knowledgeable and highly motivated Level 3 IT Support Specialist to join our dynamic team.

As a Level 3 IT Support Specialist, you will be responsible for providing expert-level support for Azure, Microsoft 365, and Google services. You will work closely with our support team to resolve complex technical issues, implement solutions, and optimize our usage of these platforms. Your role will also involve mentoring junior staff and collaborating with cross-functional teams to ensure technical excellence.

Key Responsibilities:

• Provide expert operational support for our cloud infrastructure solutions, applications, and services, resolving escalated issues from Level 1 and Level 2 support teams.
• Troubleshoot, diagnose and resolve complex technical problems and incidents on time.
• Coordinate and execute change tasks and implementation activities seamlessly.
• Collaborate effectively with cross-functional teams, including support teams, departments, and vendors, to resolve issues and enhance service delivery.
• Document processes, procedures, and solutions to communicate clearly and share knowledge.
• Train and mentor junior support staff to improve their technical skills and understanding of cloud platforms.
• Generate and analyze reports to support decision-making and continuous improvement.
• Monitor and optimize cloud services to enhance performance and reduce operational costs.
• Stay current with industry trends and best practices related to cloud technologies and IT support.
• Assist with additional tasks as required in reaching the IT Support team’s objectives.

What We’re Looking For:

• Proven experience in the administration, design, implementation, and maintenance of cloud services and solutions, including:
• Microsoft Azure
• Microsoft 365
• Google Workspace (formerly G Suite).
• Proficiency in Windows operating systems.
• In-depth knowledge of networking concepts, security principles, and troubleshooting techniques.
• Strong proficiency with automation tools and scripting languages, particularly PowerShell.
• Solid understanding of the ITIL framework and its application in IT service management.
• Familiarity with ITSM and collaboration tools such as Jira and Confluence.
• Strong problem-solving skills and the ability to work independently as well as in a team environment.
• A proactive, multitasking attitude with the ability to prioritize and manage multiple responsibilities effectively.
• Excellent communication and interpersonal skills to interact with technical and non-technical stakeholders.
• Fluent in English (Upper-Intermediate or higher).

Preferred Qualifications:

• Experience with AI tools and automation solutions is a strong plus.
• Relevant certifications in Microsoft and Google Cloud services are a plus.

Conditions:

• Work schedule: Monday-Friday, Working hours: Shift 1: 12 AM - 9 AM EST (New York) or Shift 2: 9 AM - 6 PM EST (New York) incl. 1h break
• Paid vacation and sick leave, as well as short Fridays in the summer
• Competitive compensation based on your experience and skills. Payments are made monthly based on an invoice, via banking transfer/Payoneer/PayPal