L3 JOB DESCRIPTION.
Job Requirements.
The IT Senior Engineer/Team Lead shall provide oversight to ensure that information systems and infrastructure are in accordance with defined requirements, ensure established processes are followed and that requirements management practices are in place and conform to system standards. The IT Team Lead shall work on-site and may be required to travel to locations to support meetings or other activities in support of assigned work. Taking direction from the Operations manager, the incumbent provides a full range of services essential for the operation of client
computers and peripherals that are maintained by Local Services. This is a senior-level technical position, requiring a wide variety of experience in supporting technology in a complex environment. The incumbent will have demonstrated advanced, in-depth experience with implementing; configuring and supporting Windows based computers. In-depth proficiency and knowledge and hands-on experience supporting servers and network technology is also required to be successful in this position. The incumbent will provide work guidance or orientation for non-routine procedures, complex issues, and implementation. Duties include level 2 and 3 support of IT applications, products and services; configuring, installing, and securing computer hardware, software, servers and peripherals. Updates the technical inventory database and tracking system to reflect current request status and builds an array of technical documentations.
The incumbent will research, analyze, pilot and repair complex computer hardware and software problems; will have strong skills in customer service, communication and collaboration in team environment supporting techs to resolve complex problems. An in-depth knowledge and demonstrated expertise of desktop systems and their interaction with infrastructure including network, servers, identity management and other integrated technologies is required. The incumbent must have experience implementing and supporting complex, integrated systems. Work is subject to general review and approvals of the supervisor(s).
Position Responsibilities.
a) Exceptional communication skills.
b) Knowledgeable about current Microsoft Office Suites.
c) Familiar with backup technologies (VEEAM, Crash plan, Veritas NetBackup etc.).
d) Familiar with anti-virus technologies (McAfee ePO / Symantec Endpoint Protection, AV Defender, etc.).
e) Familiar with software deployment technologies (SCCM, Altiris, Ghost, any repackaging tools).
f) Knowledgeable about basic networking (TCP/IP, DNS, routing, sub netting).
g) Familiar with remote access technologies (VPN, dial-up, terminal services).
h) Knowledgeable about current Microsoft Windows operating systems.
i) Thorough understanding of hardware and peripherals with experience supporting Microsoft operating systems in a networked environment; Windows 7 and above.
j) Experience and skill administering enterprise Microsoft SCCM.
k) Excellent verbal and written communication skills.
l) Self-starter and ability to manage own time effectively.
m) Strong organization skills.
Minimum Qualifications
a) 4-year Bachelor's degree.
b) Relevant certifications (MCP, CCNA, etc.)
c) Experience in customer service
d) Proven analytical, troubleshooting and problem solving skills.
e) 4-5 years of technical support or 2 - 3 years’ junior system administrator experience.
