Infrastructure Engineer

Newwave is looking for an IT professional who can serve on our corporate IT team, providing system administration, facilities infrastructure, and end user support. You will be primarily responsible for user onboarding, offboarding, and helpdesk support. This position requires team collaboration, customer service, corporate system support, and IT projects as assigned. A successful candidate will be skilled in multiple areas of IT, self-motivated to serve customers, consistently complete tasks with high quality, and able to work with minimal supervision. This position reports to the Director of IT.

Responsibilities

• Image, track, and provision new or replacement equipment such as laptops, mobile devices, and peripherals for a US-wide remote workforce.
• Conduct remote management of end user software, hardware, and patches.
• Manage endpoint deployment, device policies, and additions to the NewWave network.
• Administer user accounts, distribution groups, and system access such as Azure Activity Directory, O365 groups, DUO multifactor authentication, and OneDrive configuration.
• Provide support for corporate systems such as Exchange, Office 365, Microsoft Teams, and other Microsoft collaboration platforms 
• Provide helpdesk support, including change, incident, and knowledge management, within established service level agreement timeframes.
• Take ownership of issues implementing appropriate fixes to restore service as soon as possible while escalating incidents to other staff when necessary.
• Assist remote workers with desktop support, IT-related tickets, and issues 
• Collaborate with onboarding teams and provide new user training. 
• Maintain inventory of IT-related assets.
• Support online meeting setup, such as MS Teams, Polycom, MS Surface Hub, and printers.
• Contribute to IT documentation, create training materials, and conduct IT systems training. 

Qualifications

• 3+ years of experience with customer service and helpdesk support.
• 3+ years of experience with desktop support and infrastructure
• 3+ year of experience with o365 and Azure Cloud administration is preferred.
• 3+ years of experience with scripting or automation is preferred.
• Self-motivated with the ability to work with minimal supervision.
• Strong technical skills with an emphasis on delivering a high level of customer service.
• Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, professional training or work experience.
• The ability to physically move laptops, monitors, and lift equipment up to 50 lbs.

Technical Skills

• Windows 10 and Mac OS administration
• O365 and Azure Cloud administration (AWS and GCP are a plus)
• Intune, JAMF and endpoint management.
• PowerShell and Bash scripting
• Should be able to troubleshoot a wide variety of technology issues

Interpersonal Skills

• Excellent interpersonal, verbal, and written communication.
• Excellent customer service skills
• Exceptional organizational skills and attention to detail.
• Should be extremely facts and data oriented.
• Should be action and closure oriented.
• Should be self-driven.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.
• Must be able to communicate fluently in English both verbally and in writing.

Residency Requirement

• Due to the nature of our federal contracts, candidates must have lived in the United States at least 3 out of the last 5 years and be a US citizen or permanent resident.

NewWave is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NewWave is a proud veteran-friendly employer.