About this role
• Act as the primary engineering lead for assigned customer environments, building strong stakeholder relationships and providing technical guidance.
• Lead service reviews, operational discussions, and technical escalations while ensuring transparency and alignment.
• Collaborate with cross-functional teams, vendors, and service providers to resolve issues and support platform improvements.
• Identify and drive opportunities for optimization, automation, and service expansion.
• Implement, support, and maintain hybrid cloud and infrastructure platforms (Azure/AWS, servers, storage, networking, security), ensuring availability, performance, and security.
• Lead complex troubleshooting, root-cause analysis, and serve as an L2-L3 escalation point for critical issues.
• Responsible for managing and resolving incidents, service requests, and changes in accordance with established procedures and service-level objectives.
• Oversee system provisioning, configuration, patching, and lifecycle management.
• Implement and manage modern endpoint management solutions using Microsoft Intune, including compliance policies, configuration profiles, and security baselines.
• Manage application deployment, patching, and endpoint lifecycle processes, integrating with Entra ID and identity controls.
• Support endpoint security initiatives and zero-touch provisioning (e.g., Autopilot).
• Monitor system health, performance, and alerts; respond to incidents within SLA targets.
• Support disaster recovery, backup, and resiliency initiatives to ensure business continuity.
• Drive incident, problem, and change management processes alignment with operational standards and best practices.
• Develop and maintain automation, scripting, and infrastructure-as-code to improve reliability, consistency, and efficiency.
• Identify and implement proactive improvements across monitoring, patching, and configuration management.
• Identify opportunities for service expansion or optimization and support upsell initiatives where applicable
• Maintain accurate technical documentation, diagrams, and runbooks.
• Ensure environments align with security, compliance, and architectural standards.
• Contribute to knowledge sharing and engineering standards.
• Comply with organizational policies, standards, and regulatory requirements.
• Performs other duties as assigned by management.
REQUIRED QUALIFICATIONS
• Bachelor's degree in information technology, computer science, engineering, or a related field, or an equivalent combination of education and relevant professional experience.
• 7+ years of experience in cloud and infrastructure engineering (Azure and AWS preferred).
• Strong experience across server, storage, networking, and security domains.
• Hands-on experience with Microsoft Intune / Endpoint Manager (UEM).
• Experience with identity and access management (Entra ID / Azure AD), including directory services, authentication, authorization, and role-based access control.
• Experience with automation and scripting tools such as PowerShell and Ansible, including the application of infrastructure-as-code and configuration management principles.
KNOWLEDGE, SKILLS AND ABILITIES
• Advanced troubleshooting skills in hybrid environments.
• Understanding of infrastructure security best practices, including patch management, least privilege access, and secure configuration standards
• Awareness of backup, disaster recovery, and business continuity concepts in cloud and hybrid environments
• Knowledge of monitoring, logging, and alerting concepts and tools used to support system reliability and incident response
• Strong understanding of ITIL-based service delivery (incident, change, problem management)
• Ability to adapt to a changing technical environment
• Ability to coach and mentor team members within the engineer's areas of expertise, including sharing knowledge, reviewing technical approaches, and supporting skill development.
• Ability to communicate clearly with all team members and end-users
• Ability to prioritize competing demands, respond promptly to service-impacting issues, and maintain accuracy and sound judgment in a fast-paced environment.
• Customer-facing presentation and consulting skills
• Ability to translate business requirements into technical solutions
• Ability to explain technical procedures in business terms
• Ability to solve complex technical problems through sound and methodical troubleshooting
• Excellent written, verbal, presentation, and consultative communication skills, with the ability to explain technical concepts in business terms to customers, end users, technical teams, and organizational leaders.
PREFERRED QUALIFICATIONS
• Cloud design and architecture experience.
• Unified Endpoint Management design and architecture (Intune, SCCM, JAMF) experience.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
• On-call and schedule flexing as needed to meet Bell Techlogix internal and client needs.
• Must be able to work at a computer for long periods of time.
• Must be able to listen and speak on the phone for long periods of time.
TOOLS AND EQUIPMENT USED
• Regularly uses a computer, telephone or headset, collaboration and remote-support tools, and other standard office and technical equipment required to support cloud, endpoint, and infrastructure environments.
CONDITIONS OF EMPLOYMENT
• Must successfully pass pre-employment, post-offer background check and drug screen.