IT Infrastructure & Support Analyst

Who We’re Looking For - Reporting to the Sr. IT Operations Manager, MANSCAPED® is seeking an IT Infrastructure & Support Analyst to help operate, maintain, secure, and improve MANSCAPED's corporate technology infrastructure. This role is ideal for a hands-on technology professional who can troubleshoot complex issues, support cloud and on-premises services, maintain reliable systems, and provide a strong employee experience. The Infrastructure Analyst will partner with Information Security & Infrastructure, Digital Engineering, Customer Experience, business stakeholders, vendors, and offshore support partners. 
  

The MANSCAPED® Way - At MANSCAPED®, what we do matters – but how we do it matters more. We take ownership of our work, showing up with accountability and a commitment to quality at every level. We work as one team, guided by a belief to unite, never divide, and to lead with empathy in how we support and challenge one another. The best ideas win, and they come from keeping our egos in check and our standards high. We stay humble, open to learning, and willing to grow. We bring fun to the journey, because great work shouldn’t come at the expense of enjoying what you do. We stay nimble and innovative, always looking for smarter and better ways to get things done. Ball work is honest work, and that mindset shows up in everything we do, including our proud partnership with the Testicular Cancer Society and our commitment to raising awareness of the ball-busting disease.

Responsibilities:  

• Serve as a first-contact Help Desk resource working Asana Ticket Queues and support the internal corporate customers   

• Troubleshoot escalated Tier 2 and Tier 3 issues involving identity, endpoints, networking, collaboration services, authentication, access, and cloud resources 

• Analyze recurring incidents and service requests, identify root causes and trends, and recommend automation or process improvements that reduce manual effort and operational risk 

• Assist in managing endpoints and identity in a mixed Windows/MacOS environment running the Microsoft 365 suite of tools 

• Handle on-boarding/off-boarding user account creation and access control, in partnership with HR People-Team partners, including account provisioning, access changes, workstation and laptop endpoint deployment, configuration, inventory, and secure decommissioning 

• Support the administration of Active Directory Single Sign On (SSO), Microsoft Entra, Intune and M365 Defender environment 

• Help deploy and monitor Azure Cloud Configuration to protect cloud assets Administer and support core infrastructure services across Microsoft 365, Microsoft Entra ID, Intune, Azure, Windows, and macOS environments 

• Monitor system health, capacity, availability, and performance; investigate alerts and service degradation; and coordinate timely restoration of impacted services 

• Assist with backup, recovery, business continuity, and disaster recovery procedures; participate in recovery testing and document results and follow-up actions 

• Implement and support infrastructure changes using documented change-management practices, testing plans, rollback procedures, and stakeholder communications 

• Maintain accurate technical documentation, network and system diagrams, asset records, configuration standards, runbooks, and knowledge-base articles 

• Partner with vendors and managed service providers to resolve incidents, coordinate maintenance, manage escalations, and validate service delivery 

• Participate in infrastructure projects, including evaluations, pilots, migrations, upgrades, office technology deployments, and system integrations 

• Provide scheduled on-call or after-hours support for planned maintenance and critical incidents when required 

• Collaborate on the use of CrowdStrike Falcon Managed Detection and Response (MDR) and Endpoint Protection Platform (EPP) for threat detection and Incident Response. This includes responding to tickets and interacting with Manscaped employees who are impacted by these events 

• Other duties as required 

Qualifications:   

• 3+ years of experience supporting enterprise infrastructure, systems administration, cloud services, and networking 

• Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, Azure, Windows, and macOS administration.  

• Working knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls, wireless networking, and common network troubleshooting methods.  

• Experience administering endpoint management, patching, device compliance, security tooling, and software deployment in a mixed-device environment.  

• Understanding of identity and access management, least-privilege principles, multifactor authentication, single sign-on, and role-based access control.