Infrastructure Support Analyst

Purpose of the Role

The Infrastructure Operations Analyst maintains and improves reliable, secure, and scalable infrastructure services across the organization’s facilities. The role monitors infrastructure performance, performs systems and network administration, implements approved infrastructure changes, and resolves escalated operational issues. It also improves operational efficiency through automation, documentation, standardization, and self-service capabilities.

Areas of Accountability

· Monitor infrastructure health, performance, capacity, and availability; investigate issues and complete preventive or corrective actions to sustain reliable operations.

· Administer assigned network, server, cloud, voice, endpoint-management, security, and facility technology platforms in accordance with approved standards and controls.

· Resolve escalated infrastructure incidents and service requests, coordinating with support, engineering, vendors, and business stakeholders when resolution crosses functional boundaries.

· Implement approved infrastructure changes and assigned components of new-facility deployments in accordance with design requirements, project schedules, security standards, and operational-readiness criteria.

· Improve infrastructure efficiency and scalability through approved automation, monitoring, reporting, standardization, and self-service solutions.

· Maintain technical documentation, operating procedures, configuration records, and support knowledge to enable consistent operations and effective knowledge transfer.

Knowledge, Skills, and Experience

· Bachelor’s Degree or relevant industry experience in Computer Science, Management Information Systems, or a related field, or equivalent experience.

· Minimum of 5 years of User Support responsibilities in enterprise environments

· Working knowledge of system development lifecycle and networking required

· Demonstrated proficiency with virtualized server environments, IaaS/PaaS/SaaS products, and modern multi-site networks required.

· Demonstrated business acumen and communication skills to develop strong partnerships with business leaders required.

· Experience with FortiOS, Active Directory, Genetec solutions.

· Forward thinking in AI and progressive automation space.

· Experience using Project Management concepts and methodologies required.

· Experience with Agile processes preferred.

· Ability to travel approximately 20% of the time.