IT Infrastructure Director, Faraday Future

• Bachelor’s degree in computer science or related field
• 15+ years in IT administration, system and user support, with at least 2 years in a leadership role
• Proven experience to manage and leading small support
• Solid understanding of networking fundamentals (routing, switching, firewalls)
• Strong knowledge of: Microsoft 365, Google Workspace, JAMF, Intune, Active Directory, scripting (Python, Java, PowerShell), Mac, Windows, and Linux environments
• Experience managing ticketing systems and issue tracking
• Solid understanding of hardware, networking, operating systems, and common business applications
• Strong troubleshooting and interpersonal skill
• Proficiency in Windows Server administration, deployment, troubleshooting and environment
• Ability to provide support for both Windows and Mac OS environments
• Strong organizational, problem-solving, and communication skills in dynamic, cross-functional fast-paced environments

Desirable

• The IT Infrastructure Director will oversee the organization's IT infrastructure and lead the IT Support team, ensuring seamless technical support and system operations
• This role involves building and maintaining the hardware and software systems, troubleshooting issues, storage, virtualization and managing a team to provide timely IT assistance to all employees
• The team ensures that the underlying technology foundation is secure, reliable, and scalable to meet the needs of company IT operations
• Infrastructure Management: Maintain servers, networks, and systems to ensure optimal performance
• Troubleshooting: Resolve hardware and software issues efficiently
• IT Security: Monitor system security, ensuring data integrity and protecting against threats
• Backup and Recovery: Regularly backup systems and data, ensuring recovery when needed
• IT Support: Provide technical support and respond to IT-related inquiries
• Install, configure, and troubleshoot operating systems and software applications
• Help define and refine security stack and security tool, policies, procedures and framework
• Set up and maintain computer networks, including LAN and VPN connections
• Provide technical support to stakeholders for software and network-related issues
• Secure desktop, network and server environments
• Monitor network performance and ensure system availability and reliability
• Collaborate with team members to resolve complex technical issues
• Maintain accurate documentation of IT support activities
• Assist in the procurement and setting up of new IT equipment
• Develop and maintain IT service desk guidelines, metrics, and KPIs
• Manage incident and request handling
• Supervise service desk staff, ensuring operational coverage 24/7
• Report on service trends and customer feedback to leadership
• Triage, track, and tackle escalated help desk tickets like a pro
• Partner on network activities and rollouts across the organization
• Maintain and enforce a ticketing system for requested work for oneself as well as team members. Handle escalated help desk requests and ensure timely resolutions
• Provides timely triage of technology issues that are owned by IT
• Document IT systems, procedures, and processes
• Conduct training for staff on tools and technology usage
• Conduct periodic Active Directory and Exchange audits
• Partner with the Cybersecurity team to maintain compliance and awareness
• Support hardware, software, and network troubleshooting (Mac, Windows, Linux)
• Maintain IT inventory and ensure systems are up to date and secure
• Oversee and support the maintenance of servers, workstations, enterprise equipment, other endpoints, and networking infrastructure
• Oversee system upgrades, software rollouts, and routine maintenance
• Assist with new deployments / decommissions of Enterprise IT applications
• Manage and guide the helpdesk team to ensure timely resolution of support tickets
• Maintain high customer service standards and address any service concerns
• Track and analyze helpdesk metrics to improve efficiency
• Handle complex issues and escalate as necessary