IT Infrastructure Analyst

Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones and LinkedIn and Facebook.
Position Overview:
The IT Infrastructure Analyst will provide advanced technical support to end-users, handle complex desktop-related issues, and assist with the installation, configuration, and maintenance of desktop hardware and software.
What you’ll do as the IT Infrastructure Analyst:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Serve as the subject matter expert on hardware, infrastructure delivery, and maintenance, collaborating with delivery teams to implement, secure, and maintain IT infrastructure.
Work with Workplace IT teams to ensure consultants have the necessary tools to perform their roles effectively.
Monitor the support queue diligently, ensuring timely responses and resolution of tickets.
Assist ThoughtWorkers by troubleshooting technical issues and providing effective solutions for their IT needs.
Handle multiple requests simultaneously through various channels (face- to-face, chat, email, and ticketing system).
Manage the complete asset lifecycle by coordinating with the Procurement Lead.
Provide IT consulting services and support office build-outs and Offshore Development Center (ODC) setups.
Coordinate with external service providers and vendors to provide a consistent and seamless experience for consultants, clients, and guests.
Support end-users in utilizing devices, network infrastructure, internal applications, video conferencing, collaboration tools, device management, and security solutions
What you will bring to the team:
Problem analysis and solving skills, proactively thinking outside existing solutions and look at ways to improve what has been implemented. E.g improve user experience around printing, pairing etc.
Proactive communication in English with the team, stakeholders, customers and guests - including colleagues from around the world. This will include both written and verbal communications.
Collaborative approach and understanding the value of pairing and knowledge sharing
Actively managing your own time and tasks but seeking help and guidance when necessary, while constantly providing transparency on tasks
Supporting not only stakeholders but also team members and actively helping to set every team member up for success.
Deep specialisation in one of the following areas:
macOS and Apple products.
Cloud infrastructure / Virtualisation and VMs.
Audio visual design for Video Conferencing.
Expertise in one tool among the general ThughtWorker toolset that includes GSuite, Trello, ServiceNow and Zoom.
SentinelOne and Information security.
Networks (firewall, switches, security, LAN/WAN).
Analysing new features an