Infrastructure and Operations Specialist

Title: Infrastructure and Operations Specialist

Department: Information Technology

Location: Remote, Hybrid (Grand Rapids, MI)

About Acrisure:

Acrisure is a fast-growing fintech leader that operates a global insurance broker. The Company has grown from $38 million to $3.5 billion in revenue since 2013 and deploys the best of Human and Artificial Intelligence (AI) at scale to reimagine financial service product distribution. Acrisure employs over 12,000 employees across thirteen countries. 

Led by co-founder, CEO and President Greg Williams, Acrisure provides a broad array of insurance and financial related solutions, including commercial property and casualty, personal lines and employee benefits insurance, real estate services, cyber services, and asset management. Acrisure’s massively valuable, high margin distribution network combines the strength of trusted advisors with growth and efficiency enabled by AI.

Essential Duties and Responsibilities: 

• Act as an escalation point to facilitate incident resolution for service desk technicians
• Identify and manage major incident declarations to completion
• Be part of the new user creation process
• Work directly with customers via phone, email, and chat to remediate issues
• Engage with a cross-functional teams to escalate issues that require elevated permission.  Identify gaps in knowledge, training, procedure and work with leadership to improve alignment
• Proactively monitor and remediate alerts from monitoring systems including Endpoints, Servers, networking equipment, and backups.  Triage issues based on established priorities
• Documentation of changes to client environments and create knowledge base articles for training and information sharing between teams
• Maintain configurations of enterprise monitoring tools for alerting and drive forward to automatic remediation of alerting
• Management of public DNS and domains

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management. 

Competencies: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. 

Education and/or Experience: 

• Bachelor’s degree or the recognized equivalent in education and experience 
• Minimum five years of experience in information technology field required 
• Distinct experience troubleshooting client and server systems 
• Experience working with professional services firms is a plus
• Experience working within the ITIL framework is a plus

Technical Skills: 

• Experience working with the M365 technology stack, specifically AAD, Intune, Microsoft Teams, SharePoint, and Exchange Online
• Experience with Microsoft Server operating systems, all supported Microsoft Office versions, and Exchange Servers.
• Knowledgeable of Windows desktop operating system support 
• Exposure to Webex Softhphone, Lastpass, Zscaler, and Applied Epic is a plus
• Experience with backup technologies such as Veeam, Avamar, Rubrik, or Redstor is a plus
• Scripting Language Experience, Powershell is a plus
• Familiar with Apple desktop operating systems
• Familiar with Android and iOS devices 

Other Qualifications: 

• Strong customer service skills and experience delivering excellent customer experiences 
• Analytical, organized, and detail oriented with good verbal and written communications skills 
• A positive, team-oriented, and collaborative attitude
• Must possess a have a high level of problem-solving skill
• Technical writing capabilities to develop knowledge base articles external and internal training 

Acrisure is committed to making an impact in our communities by giving back, with millions committed to children’s health with Helen Devos Children’s Hospital and UPMC Children's Hospital of Pittsburgh.

For more, visit www.Acrisure.com  or learn more here.

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Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.
 

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.