Infrastructure Specialist

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At SSVA, a New Charter Company, we are seeking an Infrastructure Specialist in Charlotte, NC (in other companies this person could hold the title of Infrastructure & Network SME, Cloud & Network Infrastructure SME, or Network & Automation SME) to deploy, manage, automate, and troubleshoot critical network, cloud, and server infrastructure across our small and mid-sized business clients. This role will serve as a technical escalation point for complex infrastructure issues, with a strong emphasis on Cisco Meraki networking, Microsoft Azure, network and server monitoring, and infrastructure automation using PowerShell and Python.  Location: This position will support clients in the Charlotte, NC area and is available as a fully remote opportunity , with occasional travel to local client sites as needed. In this role, you will take ownership of Cisco Meraki environments from deployment through ongoing support, including hardware staging, configuration, installation, user testing, and acceptance of firewalls, switches, wireless access points, VPNs, and SD-WAN solutions. You will apply the OSI model and leverage tools such as Wireshark, packet captures, and the Meraki Dashboard to diagnose latency, packet loss, connectivity, wireless, and other user-impacting issues. You will also determine when problems require ISP or carrier involvement, gather and communicate relevant diagnostics and circuit information, coordinate escalations and dispatches, and work with network providers through resolution.  To be successful in this role, you will bring strong experience across Azure, infrastructure monitoring, alert and alarm management, and automation using PowerShell and/or Python. You will analyze network, server, and Azure alerts to identify root causes, develop and maintain automated runbooks, integrate with APIs and management platforms, and automate repeatable remediation and operational processes. Success requires strong critical thinking, advanced troubleshooting skills, and the ability to move confidently between networking, Meraki, Azure, server infrastructure, packet analysis, carrier management, and automation to resolve escalated issues and continuously improve the reliability and efficiency of client environments.  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 escalate from EUS, 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 (* Required)   5+ years of experience working with small and mid-sized business in a services-based environment*  5+ years of networking experience, including Meraki support*  3+ years of experience supporting Azure environments*  3+ years’ experience in Automation (Python, PowerShell)*  3+ years’ experience understanding alert and alarm handling for Network, Server, and Azure Environments including automation of standard runbooks for alerts*  Able to install a Meraki Network from receiving the hardware to user testing and acceptance*  Use the OSI model to troubleshoot complex system and network issues*  Coordinate with network suppliers and carriers to resolve customer-impacting tickets*  Use packet analysis tools to identify the root cause of user-impacting tickets*  Experience installing and configuring Meraki Cloud Firewalls, VPNs, and SD-WAN environments is required*  Technical awareness: ability to match resources to technical issues appropriately  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