Senior Technician, IT Infrastructure at Ryan

Duties and responsibilities, as they align to Ryan’s Key Results

People:

• 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.

Client:

• Act as the primary point of contact for IT infrastructure support at designated locations, ensuring the reliability and performance 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 satisfaction, ensuring that IT supports business productivity and growth.

Value:

• Lead strategic IT infrastructure 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.

Education and Experience:

• Bachelor’s degree in a relevant technology field, or equivalent experience and knowledge of computer/network principles, is required. 
• More than 7 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 problem-solving abilities and communication skills.
• Ability to collaborate to determine the most appropriate technical strategies and designs to meet business needs.

Computer Skills:

• Proficient in Microsoft® O365 and Windows 10/11.
• Familiar with SCCM, VMware vSphere, and networking technologies.
• Experience with PowerShell scripting and MDM tools like JAMF Pro and Intune is preferred.
• Additional knowledge in Microsoft Server Operating Systems and components (Active Directory, DNS, DHCP, ADFS), VoIP, VLANs, LAN/WAN technologies, load balancers, and wireless technologies is a plus.

Certificates and Licenses:

• Valid driver’s license required. 
• Microsoft® O365, MCP, and Active Directory certifications preferred.
• Additional certifications in Windows Server, VMware, CCNA, Network+, or Security+ are advantageous.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at a computer.
• The position requires regular interaction with employees at all levels of the Firm and external vendors.
• Able to travel internationally, travel requirement: up to 25%.

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