IT Infrastructure Operations & Vendor Liaison

Florida Crystals Corporation; West Palm Beach (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

Florida Crystals Corporation in West Palm Beach, FL is seeking an IT Infrastructure Services Analyst to support our outsourced partner, TCS. You will be the primary internal contact for incidents, requests, and changes, ensuring SLA compliance and adherence to company standards across locations.

You will collaborate with the Infrastructure Services Lead, TCS, Service Management, and Cybersecurity to optimize cloud, end-user compute, networking, and Microsoft 365.

Qualifications

• 3-5 years of IT infrastructure operations or vendor coordination.
• Experience with outsourced providers and ITIL processes.
• Hands-on with Microsoft 365, Azure, and networking.

Responsibilities

• Serve as the day-to-day liaison to TCS for incidents, requests, problems and changes.
• Monitor the TCS ticket queue ensuring proper categorization and SLA adherence.
• Triage escalations and route to the correct TCS tower to drive resolution.
• Review ticket quality, including resolution notes and closure accuracy.
• Track SLA performance and generate weekly/monthly reports.
• Coordinate cloud and end-user compute support, including Azure and Microsoft 365.

Skills

ITIL

ServiceNow

Microsoft 365

Azure

Networking

Vendor management

Education

Bachelor's Degree in Computer Science/Information Systems

Tools

PowerShell

Azure

VM provisioning

Job description

Florida Crystals Corporation in West Palm Beach, FL is seeking an IT Infrastructure Services Analyst to support our outsourced partner, TCS. You will be the primary internal contact for incidents, requests, and changes, ensuring SLA compliance and adherence to company standards across locations.

You will collaborate with the Infrastructure Services Lead, TCS, Service Management, and Cybersecurity to optimize cloud, end-user compute, networking, and Microsoft 365.