Works independently, with guidance in only the most complex situations, provides project-based technical leadership within the IT Infrastructure & Operations team. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Performs a range of technical assignments and solves complex problems with moderate resource requirements and risk. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Uses sophisticated analytical thought to exercise judgment and identify innovative solutions.

Key Responsibilities
•Provide complex solution second-tier support to end users for either PC, server, or mainframe applications and hardware
•Apply in-depth knowledge of IT infrastructure to perform complex technical assignments
•Simulate or recreate user problems to resolve operating difficulties
•Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
•Research, analyze, develop and document new processes and procedures to implement new solutions to meet future problem resolution needs
•Responsible for proactively communicating upcoming infrastructure changes to management and end-users where needed

Key Requirements
•Bachelor’s Degree or equivalent relevant experience
•3+ years working in IT Infrastructure & Operations or other equivalent experience
•In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
•Demonstrated analytical and problem-solving skills with strong attention to detail
•Ability to drive projects forward with limited oversight
•Strong understanding of business processes and how to leverage standard system capabilities to support them
•Ability to prioritize multiple tasks in a fast-paced, team environment
•Effective interpersonal and communication skills with an ability to maintain positive working relationships
•The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.