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