This position can be based in our Waltham, MA office or remote in Massachusetts

• Provide support for all relevant projects including installation and maintenance, troubleshooting, system monitoring and alerting and timely problem resolution.

• Adhere to established SLAs in responding to and completing service tickets, including providing a high level of customer support, detailed root cause analysis, and trouble reports for system outages. Adhere to established departmental operational policies and procedures.

• Act as a contact person for outside vendors during installation, production changes, and repair and/or removal of equipment or services.

• Utilize software and hardware diagnostic tools to identify, diagnose and repair complex problems and issues affecting system performance.

• Assist in the development of network and BCP documentation, including diagrams, equipment inventories and Departmental Procedures.

• Proactively monitor system performance to discover problems before they affect the customer. Ensures system life-cycle are healthy, and that systems are at current/stable/supported software versions. Research and evaluate new platform features and functionalities that can benefit the firm.

• Accessible to perform after hours support duties on a rotating 24×7 basis to sustain networking systems and end user support.

• Maintain Windows Active Directory infrastructure and standalone server environment

• Maintain Office 365 services such as Exchange, SharePoint, OneDrive, and Azure AD

• Design and implement improvements to business workflow, data security and access, and collaboration through further Office 365 integration and third-party tools

• Develop High Level Designs and Architectures– Create and document Microsoft Cloud (ie Azure, O365, PowerBI/SQL Server, etc..) solution architectures that address business problems and needs

Requirements (“What You’ll Bring”)

• 5 or more years of experience working with Microsoft technologies.

• Broad experience across the Microsoft on-prem stack with deeper experience in at least 3-4 of the following:

• Microsoft Exchange 2010 or newer (2013, 2016, 2019)

• Windows Server 2008 R2 and newer

• Active Directory Domain Services with integrated DNS

• Active Directory Certification Services (PKI)

• System Center Configuration Manager (SCCM) 2012 R2 or newer

• Office 365 – Exchange Online, OneDrive, Sharepoint and Azure AD sync

• Microsoft Enterprise Mobility Suite (Intune mobile device management)

• Experience with Microsoft Office 365 and moving workloads to Office 365:

• Exchange Online

• Sharepoint Online

• Azure Active Directory

• Research and develop high level designs and architectures– Create and document Microsoft on-prem or preferrably cloud (ie Azure, O365, PowerBI/SQL Server, etc..) solution architectures that address business problems and needs, including backups and disaster recovery

• Act as a contact and liaison for vendors either to support technical projects or to open tickets for incident escalation.

• Collaborate with the team, be willing to learn about other roles and provide backup assistance and coverage on an occasional basis, plus an on-call rotation for after-hours support of critical infrastructure

• Attention to detail and ability to logically troubleshoot and solve problems that often have not been seen before

• Communicate and build relationships with other staff and teams to productively achieve outcomes and complete projects

• Observe existing project and team process and policy but make recommendations for improvements

• Work toward reducing redundant tasks, procedures, efforts by recommending process improvements, tools, software, and/or writing scripts.

• Document technical architecture specs, diagrams, knowledge base articles, and how-tos.

Preferred:

• Microsoft PowerShell scripting (moderate to advanced); including error logging, connecting to/querying databases, secure credentials, write your own modules.

• Practical knowledge of SSO and MFA technologies such as ADFS, Okta, Duo.

• Project management, leadership, mentoring, and training skills.

• Knowledge of Agile tools and practices and previous work in a Scrum team.

• Industry specific certifications especially in Microsoft technologies or Cybersecurity or Information Security.

• Cloud computing experience in Azure or AWS, particularly lifecycle and/or migration of on-prem workloads to the cloud, leveraging cloud-specific technologies and advantages (as opposed to purely a lift and shift)