Infrastructure & Support Analyst

At Intelliware, you’ll have the opportunity to be part of a top-notch Tech Ops team and work with bleeding edge technology. Under the supervision of VP, Technical Operations, you will support end users and work on staging, configuring and supporting server, workstation and network-related hardware and software applications.
Responsibilities/Accountabilities:
Act as primary point of contact for onsite and roaming user-related technical issues including hardware and software problems, network connectivity, and system errors
Respond to user inquiries and provide prompt, accurate, and professional technical support via various channels
Track and manage user inquiries and issues using help desk software and ticketing system
Diagnose and troubleshoot user-reported problems, utilizing appropriate testing tools and methodologies to identify the root cause of issues
Document user issues, resolutions, and troubleshooting steps in a comprehensive and organized manner
Maintain and develop an inventory of network hardware and software
Configure and distribute workstations and laptops
Onboard and train new employees
Help design and implement scalable technology infrastructure solutions
Establish and enforce security/ cybersecurity lens
Collaborate with IT Team for infrastructure improvements and driving operational efficiency
Investigate, learn, and apply new technologies/processes
‘Must Have’ Skills and Qualifications:
Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to technical and non-technical users
Strong customer service orientation and a passion for delivering exceptional user support
Proven problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues
Ability to work both independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines
Proficiency in using various operating systems, software applications, and hardware devices
Knowledge in supporting LAN and WAN solutions
Experience using Microsoft Active Directory, Office 365 & Microsoft Entra ID
Familiarity with help desk software and ticketing systems
Understanding of security/cybersecurity principles
Research skills and up-to-date knowledge on technology advancements
Degree/Diploma in a relevant field or equivalent practical experience
’Nice to Have’ Skills and Qualifications:
Experience with Modern Enterprise Grade Switches and Firewalls
Experience with Docker or other containerization technology
Experience with MDM solutions
Experience with Endpoint backup and Endpoint EDR systems
Experience with scripting in Windows and Linux
Experience with VMWare Workstation or Fusion
Experience with Microsoft Hyper-V or VirtualBox
For more info on Intelliware, check out our Careers Page and Instagram.
Intelliware is committed to diversity in the workplace.

We are an inclusive employer and welcome and encourage applications from all qualified candidates. Applicants’ needs will be accommodated during our recruitment and selection process so please advise us if you require accommodation.