Network Infrastructure Specialist

The Infrastructure Specialist is responsible for the deployment of SSVA’s standard tools within our client base, building deep subject matter expertise in selected systems and sharing that information with others in the organization. The Infrastructure Specialist will be responsible for working escalated tickets associated with SSVA’s system tools and be heavily involved in incident response.

Essential Duties and Responsibilities

Leverage the SSVA Proven Process (Front Runner) to drive client success in the areas of Growth, Business Efficiency, People, and Client Experience
Develop in-depth knowledge of the service catalog and how it relates to customer needs
Establish and maintain standard operating procedures to maintain client systems and protect data
Own deployment and ongoing management of SSVA’s standardized management tools, and the daily secure administration of relevant systems
Support and enforce a disaster recovery, security and backup and restore plan
Confer with end-users and team members to assess equipment, process, and solutions necessary to reduce risk footprint
Monitor tickets in particular area of specialization, taking responsibility for resolution, partnering with internal resources as needed. Troubleshoot, diagnose, and resolve issues associated with systems, servers, and network services
Monitor and analyze emerging threats, vulnerabilities, and exploits, ensuring up to date patching for all products within the SSVA management tools
Harden the configuration of devices and networks utilizing best practice with minimal interruption.
Work with partner company leadership to ensure the proper balance between enabling and securing, in relation to the client's organization, culture and ecosystem.
Travel to visit prospects and customers to engage in on-site client work, including demonstrating products and services as required.
Additional Duties and Responsibilities Develop training programs to develop and refine the skills of the service desk team
Regularly review client effective rates measuring efficient performance of technical services team versus client agreement to ensure mutually beneficial relationship between Strategic Solutions and the client
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as activities or service tickets into ConnectWise
Knowledge, Skills and Abilities Required Two or more years of experience working with small and mid-sized business in a services-based environment
Technical awareness: ability to match resources to technical issues appropriately
Advanced Knowledge of: Cisco Meraki
Understanding of support tools, techniques, and how technology is used to provide IT services
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment
Review IT publications, business journals, solution whitepapers and online materials to remain up to date with emerging business and technology trends
HIPAA Training and Certification (we provide!)
Professional IT Certifications (or equivalent experience), such as:

o Microsoft AZ-104

o Microsoft AZ-140

o VMWare Certified Professional

o CompTIA Network+

o CompTIA Security+

Salary, Benefits & Culture

Salary: Determined based on experience

This is an in-office position and the regular work schedule is Monday through Friday 8am to 5pm with very occasional after-hours expectations.

Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions, Pet Insurance & paid time off program!

SSVA Core Values: We listen for the purpose of true understanding
We strongly believe (and expect) that everyone is a leader
We are highly engaged in our culture & the mission of our clients

At Strategic, we are passionate about the fact that our clients are our neighbors and if they succeed, we succeed. We are committed to helping causes that are near and dear to the hearts of our employees, clients, neighbors, and the communities of Virginia & North Carolina. We are involved with various community programs like Anthem Lemonaid, Liam’s Links & SSADH Research Alliance, TCC Educational Foundation, The Daily Planet, Hands that Give and more!