Infrastructure Specialist

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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 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 

• Professional IT Certifications (or equivalent experience), such as: 

• Microsoft AZ-104 

• Microsoft AZ-140 

• CCNA or Meraki Solutions Specialist 

• Python Certification 

Compensation

The compensation is expected to start at $76,000+, plus bonus. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. 

Who We are: 

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!  Learn more here: Why New Charter.

New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.