Senior Infrastructure and End User Support Consultant (Remote)

Who You Are

You are a seasoned infrastructure and end-user support professional who combines broad technical expertise with a service-first mindset. You diagnose complex issues quickly, communicate clearly with customers and colleagues, and take ownership through resolution.

About The Role

As the Senior Infrastructure and End User Support Consultant, you will serve as a senior technical escalation point and technical owner for assigned customer environments. You will support end-user compute and core infrastructure services, guide Level 1 and Level 2 technicians, and contribute to projects, automation, and service improvements across a managed services portfolio.

Other responsibilities include:

• Serve as a senior escalation point for infrastructure and end-user compute issues, providing guidance to Level 1 and Level 2 technicians and ensuring timely resolution of incidents and service requests.
• Act as the technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services in alignment with contractual commitments.
• Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packaging, and automated provisioning processes.
• Administer and support Microsoft 365, Active Directory, Azure AD/Entra ID, Exchange Online, Teams, OneDrive, and identity-related technologies.
• Manage endpoint platforms and lifecycle operations including hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.
• Support and troubleshoot virtual desktop infrastructure (VDI), remote access solutions, and modern workplace technologies.
• Assist with administration and troubleshooting of Windows Server, VMware, storage, backup, and related infrastructure platforms impacting customer environments.
• Ensure all incidents, requests, changes, and project work are accurately documented within ServiceNow, including technical findings, root cause analysis, and knowledge transfer details.
• Develop and maintain technical documentation including SOPs, build guides, imaging procedures, architecture diagrams, and customer-specific support runbooks.
• Participate in infrastructure projects including server deployments, migrations, Microsoft 365 initiatives, onboarding activities, and technology refresh efforts.
• Coordinate with vendors, hardware manufacturers, software providers, and third-party partners to resolve complex technical issues.
• Identify recurring issues, recommend service improvements, and drive automation and standardization efforts across customer environments.
• Must be based in Ohio, United States.
• Must have the ability to drive to customer locations in the Cleveland, Ohio area once a week.
• Desired skills and experience: Bachelor's degree in Information Technology or related field, or equivalent practical experience.
• 6+ years of experience supporting enterprise infrastructure and end-user compute environments.
• Strong hands-on experience with Microsoft 365, Entra ID (Azure AD), Active Directory, Exchange Online, Teams, OneDrive, Intune, Microsoft Endpoint Manager, and identity management.
• Experience building, deploying, and maintaining Windows workstation images, automated deployment solutions, endpoint configuration standards, and software packaging processes.
• Proven ability supporting Windows 10/11, macOS, endpoint security platforms, patch management solutions, and device lifecycle management.
• Experience administering endpoint management platforms such as Intune, Autopilot, SCCM/MECM, Datto RMM, NinjaOne, or similar solutions.

We live and breathe our core values:

We Before Me:

We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes, readily admit our mistakes, and generously share our time and knowledge.

Dare To Be Great:

We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We embrace opportunities to improve ourselves, our teams, and our work. We aim to be the best of the best.

Own It:

We set clear expectations, communicate proactively, and follow through on our commitments. We take pride in the experiences we create and the outcomes we deliver. We are personally invested in the success of our team and our clients. We iterate to deliver ever better results.

We are consistently listed among Inc & Crain's "Best Places to Work" and we're proud of our accessible & engaged executive team. We believe in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.

• Some of Our Benefits
• Unlimited Paid Time Off (PTO)
• Incentive compensation plans for all employees
• Company-funded 401k contributions
• Zero-cost employer-covered health insurance
• Annual BYOD (Bring Your Own Device) reimbursement up to $500
• Paid Parental Leave
• Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop

Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!

Pursuant to the NYC Pay Transparency Law, the base salary range in New York City for this position is $

86,000 - $98,000 plus opportunity for bonus/commission

. Compensation in other geographies may vary.