Infrastructure Support Engineer

Job Summary :

We are seeking a skilled and proactive L2+ Infrastructure Support Engineer to provide advanced support across a broad range of technologies in a hosted service provider environment. The ideal candidate will have hands-on experience supporting Citrix and RDS infrastructures, VMware, Azure cloud environments, and core Windows Server technologies.

You will play a critical role in managing tickets through Halo PSA, remote systems using NinjaRMM, and ensuring system availability, performance, and security for hosting clients.

Key Responsibilities :

• Provide L2+ level support for Windows Servers (2012 / 2016 / 2019 / 2022), RDS, and Citrix environments.
• Administer Microsoft Azure and Office 365, including Exchange Online and hybrid deployments.
• Manage and troubleshoot Citrix Virtual Apps & Desktops, Citrix Director, and StoreFront.
• Perform VM management and troubleshooting using VMware vSphere and ESXi.
• Handle backup operations and restore processes using Veeam Backup & Replication.
• Administer Active Directory, Group Policy Objects (GPO), DHCP, DNS, file servers, and NTFS permissions.
• Support HaloPSA ticketing system and remote monitoring via Ninja RMM.
• Troubleshoot SQL Server availability, performance, and connectivity issues.
• Manage Endpoint Protection tools like SentinelOne and Bitdefender.
• Maintain and support Hosting Controller panel, anti-spam tools (e.g., SpamExperts), and DUO MFA administration.
• Assist with patching, In-Place Upgrades, and regular maintenance of server environments.
• Provide support for network printers, shared printers, and print servers.
• Ensure snapshots, backup jobs, and restore points are functional and recoverable.
• Respond to escalated technical issues from L1 engineers and work collaboratively with other teams.
• Maintain thorough documentation of systems, incidents, and standard operating procedures.

Required Technical Skills :

Preferred Qualifications :

3–5 years of hands-on experience in L2+ support in a hosting or MSP environment

Relevant certifications preferred :

Soft Skills & Attributes :