My client is a real estate investment trust that specializes in providing financing for multifamily and commercial real estate properties. They offer a range of loan products, including bridge and mezzanine loans, as well as preferred equity investments. The company has been in operation for over 20 years. This role will be 4 days per week on site in Boston, Massachusetts.
Position Overview:
The IT Infrastructure Analyst provides first-level technical support to employees, tracking problem reports, trouble tickets, and requests, and escalating issues to the appropriate resources as needed. This role requires the ability to convey advanced technical knowledge in a clear and understandable manner, ensuring swift resolution of technical issues. Due to the rapid changes in the company’s IT infrastructure, this position offers opportunities to learn cutting-edge technologies and advance your career.
Key Duties and Responsibilities:
- Act as the initial point of contact for customers seeking technical assistance via phone or email.
- Liaise with senior engineering staff.
- Assist with various Cloud migration projects.
- Eventually take on responsibility for Cloud Infrastructure support and security.
- Create and manage user accounts.
- Set up and configure user workstations and telephones.
- Perform troubleshooting using various diagnostic techniques.
- Diagnose and resolve technical hardware and software issues.
- Provide prompt resolution and excellent customer service.
- Escalate unresolved issues to the next level of support.
- Provide information on IT products or services as needed.
- Maintain records of problems and their resolutions.
- Offer feedback on processes and make recommendations for improvements.
- Ensure all equipment is in good working order.
- Assist in the setup and operation of equipment for meetings.
Education and Experience:
- Minimum of 2 years of relevant experience.
Knowledge, Skills, and Abilities:
- In-depth knowledge of Office 365.
- Preferred experience with Azure and VMware.
- Strong understanding of computer systems and mobile devices.
- Good grasp of basic networking concepts.
- Familiarity with Active Directory management tools.
- Hands-on experience with diagnosing and resolving basic technical issues.
- Preferred knowledge of Microsoft Teams telephony and conferencing.
- Serve as the point of contact for all Audio-Video issues.
- Excellent communication and interpersonal skills.
- Confident and self-motivated to work independently.