Infrastructure and End User Support Consultant

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.