Infrastructure Engineer (Tier Iii)

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly-tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.

We are seeking a Infrastructure Engineer (Tier III) who will report to the Manager, Engineering Escalation and will work with Cloud5’s deep technology team to launch the Managed Services technology platform, including RMM and patch management tools, cloud-based backup, antivirus, and endpoint protection.

RESPONSIBILITIES:

• Systems Management: Monitor and maintain the IT infrastructure, including servers, networks, hardware, software, and other related systems to ensure minimal downtime and high performance.
• Infrastructure Design and Implementation: Collaborate with IT teams and stakeholders to design, implement, and manage IT infrastructure projects that align with the business needs of the hospitality industry.
• Problem Resolution: Troubleshoot, diagnose, and resolve infrastructure issues in a timely manner to minimize disruptions to hotel operations and guest experience.
• Continuous Improvement: Recommend and implement improvements to existing IT infrastructure based on industry best practices and emerging technologies.
• Security: Ensure the security of all IT systems by implementing and maintaining security protocols, conducting regular security audits, and addressing vulnerabilities. Interface with third party SOC providers to mitigate security vulnerabilities in client systems.
• Vendor Management: Liaise with vendors, especially off-shore infrastructure service providers to deliver patch management and vulnerability remediation. The individual must insure optimal performance and cost-efficiency of systems and services.
• Documentation: Maintain up-to-date documentation of infrastructure designs, configurations, and changes.
• Capacity Planning: Monitor system performance and plan infrastructure upgrades and expansions to meet future demands.
• Collaboration: Work closely with other IT professionals and departments to ensure cohesive integration of systems and policies.
• Training and Support: Provide guidance and training to staff on IT-related best practices, policies, and procedures.

QUALIFICATIONS:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years of experience in IT infrastructure management, preferably within the hospitality industry.
• Strong understanding of IT infrastructure components, including
• Windows Server administration
• Group Policy configuration and deployment
• User and MFA administration
• VMWare Administration and resource optimization
• Strong experience in Automated Patch Management
• Remediating known Server and Workstation Vulnerabilities
• Knowledge of Networking equipment, including switch/router administration
• Scripting experience in PowerShell or similar environment
• Familiarity with cloud services, especially AWS and MS Azure
• Deep experience with RMM and patch management environments such as ConnectWise, SolarWinds or ManageEngine (ConnectWise preferred) .
• Knowledge of hospitality-specific software and systems is a plus.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication skills, both written and verbal.
• Familiarity with cybersecurity best practices.
• Industry Certifications such as Microsoft Certified: Azure Solutions Architect Expert, or Cisco Certified Network Associate (CCNA) are advantageous.

PHYSICAL DEMANDS / REQUIREMENTS:

• Ability to sit or stand for extended periods of time to perform work on a PC. Ability to communicate with others effectively to gather information and develop detailed proposals. Ability to create reports on a PC.

DESCRIPTION OF WORK ENVIRONMENT:

• Generally, works in an office environment but is occasionally required to perform job duties outside of the typical office setting. Evening, overnight, and weekend work may be required at times. Travel is up to 25% at times.

It is the policy of Cloud5, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 6 years
• 7 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• How many years of experience do you have in MSP with RMM Tools (e.g. ConnectWise, ManageEngine, SolarWinds ?

Experience:

• Technical support: 7 years (Required)

Work Location: Remote