Senior Technician, IT Infrastructure

Senior Technician, IT Infrastructure – Ryan

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The Senior Technician is a cornerstone within Ryan’s Information Technology (IT) team, adept in Desktop Administration with a broad skill set in IT infrastructure, including Networks, Servers, and Telecommunications. Tasked with maintaining optimal systems and site performance and security, this role blends hands‑on technical work with strategic project management and vendor collaboration. Emphasizing a proactive approach, the Senior Technician ensures robust, secure IT operations, supporting both daily needs and long‑term initiatives.

• Foster a culture of collaboration and continuous improvement within the IT team.
• Act as a senior escalation point for complex technical issues and provide guidance to the Service Desk team.
• Lead communication and project coordination with business units, representing IT infrastructure services across the organization.
• Manage vendor relationships to enhance service delivery and optimize performance.
• Oversee multiple projects, demonstrating strong time management and leadership skills.
• Partner with IT management to improve service delivery methods and procedures.
• Support continuous cross‑training within the Desktop Administration Team.
• Participate in on‑call rotations for critical support outside normal business hours.

• Act as the primary point of contact for IT infrastructure support at designated locations, ensuring the reliability.repaint of desktop and broader IT systems through strategic and hands‑on support.
• Deliver tier 3 support for the Service Desk on desktop issues and provide tier 1‑2 support for network, server, and telecommunications queries, showcasing a deep understanding of the IT infrastructure spectrum.
• Responsively address service desk requests via various channels, ensuring all tickets are resolved efficiently and in alignment with firm SLAs and "Best Practice" guidelines, to exceed client expectations.
• Forge strong, collaborative relationships with business units and vendors, serving as a critical liaison to translate requirements into IT solutions, address challenges, and align infrastructure developments with business goals.
• Manage the coordination, movement, and reconnection of IT infrastructure equipment, ensuring smooth transitions and minimal disruption to operations.
• Offer direct assistance to users, addressing queries and problems with a focus on service excellence and user kiinnostuksen, ensuring that IT supports business productivity and growth.

• Lead strategic IT fratrapper projects beyond desktop technology, contributing to the design and deployment of scalable, secure solutions.
• Develop and uphold IT standards, policies, and procedures.
• Optimize vendor management for value and performance.
• Stay current with emerging technologies and recommend relevant innovations.
• Provide advanced troubleshooting and maintenance across IT infrastructure components.
• Promote operational excellence through ITIL frameworks and best practices.
• Conduct audits and performance analyses to optimize systems.
• Manage resource allocation and capacity planning to support future business needs.

• Bachelor’s degree in a relevant technology field, or equivalent experience and knowledge of computer/network principles, is required.
• More thanaptcha seven years of IT Infrastructure Support experience in medium to large multi‑location companies managing Desktops, servers, networks, and telephony.
• Proven ability to provide tier 1‑3 Desktop support in a 5,000+ user corporate computing environment that consists of Windows 10/11 and Mac clients.
• Proficiency in using industry-standard Mobile Device Management (MDM) solutions, such as JAMF Pro and Intune, to manage a variety of devices, ensuring secure and efficient operations across the organization.
• Must have a solid foundation in network, server, and telecommunication systems, with the ability to manage and troubleshoot complex infrastructure issues.
• Strong project management skills and experience with Incident and Change management processes.
• Exceptional…