IT Systems & Support Lead

Our Core Values are a set of common principles we share that are fundamental to our company’s identity.  

• BE BOLD!  We redefine boundaries by providing new solutions to difficult problems. Together we are driven to transform the future and will not allow the fear of failure to prevent us from innovating. We voice our opinions, embrace change, and challenge each other to think creatively.
• BE INSPIRED! We have purpose in our work-we are curious, engaged, and have fun. We maintain an active learning mindset and are motivated by diverse people and thoughts. We are energized by all innovators and together we aim to make an impact and contribute to building a better world.
• BE REAL! We understand who we are, what we want to achieve, and what it takes to get there. We hold each other accountable through timely, candid, and well-intentioned feedback. Together we engage in honest communication and healthy debate that leads to success through true alignment. 

Department Overview

The Information Technology Department is responsible for planning and implementing complete information technology solutions for the company. The department implements the governance for the use of network and operating systems as well as providing the company with the functionality it needs maintaining adherence legal compliance requirements.

About the Position:

This is a Hybrid position with a minimum of at least 2 days a week onsite. As a Senior Infrastructure and Support Lead, you will be responsible for daily supervision of support teams and for resolving complex technical problems across and cloud and on-premises infrastructure. You will handle resolving advanced M365 and Azure issues, in addition to supervisor oversight of AWS cloud issues that cannot be resolved by our Tier 1 support engineers.  Escalation to on contract third party for additional is available if needed.  This position has upward mobility on management and technical paths based on performance. 

Responsibilities:                                                                                              

• Technical mentorship over internal support team to elevate skills, setting standards, policies and procedures in place in line with security best practices
• Assist in the selection and implementation of IT support systems for ITSM, RMM, MDR, and Anti-virus as we transition to internally maintained applications, optimized or our business needs
• Display a wide degree of creativity and latitude; think independently and ‘outside the box’ for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks
• Maintain and optimize network configuration in multiple locations, including firewall, switch configurations and responding to down detection in a timely manner
• Conduct daily team standups to review support requests and make escalation decisions if it cannot be handled in-house to third party support
• Serve as a technology consultant, providing 2^nd tier and white-glove technical assistance and support related to computer systems (PC and MAC), M365, Azure administrative functions (3^rd Tier), networking equipment, UPS devices, Printers, ISPs and 3^rd party software and hardware (AWS is a plus)
• Maintain administrative oversight of in-place systems for vulnerability scanning
• Effectively communicate verbally and in writing to employees of all levels and partners
• Act as an escalation point for advanced requests and infrastructure projects partnering with highly technical skilled user base
• Responsible for providing direction and guidance to those on site, as well as serves as point person during IT project implementations, serving as project lead for new systems and functionality
• Provides input into the development, implementation and execution of budgets, policies, procedures, strategies, and specific objectives
• Responsible for creating, and updating documentation on M365, ISP, hardware, software, 3^rd party vendors, and for new and existing infrastructure
• Install and upgrade software, hardware, implement backups, and configure systems
• Communicate technical resolutions to non-technical clients as well as provide the occasional training on hardware and software usage
• Alert IT management to emerging trends in incidents and analyze trends to prevent future problems
• Implement & support functionality in Azure Compliance and Security Centers
• Collaborate with staff to ensure reliable operation of systems for business objectives with proper disaster recovery and restorative procedures in place
• Support/Lead incident response plans and procedures
• Achieve continuing education requirements and stay current with the industry with dedicated time for skill building and certifications
• Troubleshoot complex software, hardware, and network issues
• Ability to perform and/or assist with the tasks of Engineers and Technicians at prior levels

Qualifications:

• BS Degree in the field of computer science and/or 5 years equivalent work experience
• Administrator experience in Azure/Entra/M365 admin centers 
• Ability and desire to learn to compensate for any experience in above requirements

Desired Requirements:

• Knowledge of advanced computer and server hardware
• Extensive business application support experience
• Proficiency in troubleshooting systems and understanding network infrastructure
• Knowledge of diagnostic utilities, and ability to research a wide range of IT issues
• Excellent communication skills, both written and verbal, including strong interpersonal skills, with a focus on rapport building and listening and questioning skills
• Advanced knowledge of all Microsoft Server Operating Systems and Networks 
• Advanced knowledge of Active Directory, DNS, DHCP, RAID 
• Direct experience or familiarity working with the following technologies:
• UPS Devices – Installing and configuring desktop and larger server room devices
• Virtual Server configuration (Azure IaaS)
• ISPs and Registrars (GoDaddy / Cloudflare preferred)
• Active Directory (Add/Removing Users, Modifying Permissions, working with GPO, and PowerShell)
• Windows Server 2016+Familiarity with multiple OS; Windows, IOS, Linux
• Microsoft Exchange Server or Online Exchange (M365)
• 3-5 years support experience Including:
  • Microsoft M365Admin centers
  • Antivirus and endpoint protection
  • Tablets and Mobile Devices – Microsoft, Apple, Android
  • Backup/Recovery Software
  • MDM/MAM software (Intune)
  • Network Log Query experience helpful

• Location: onsite with opportunity to work remotely as needed
• Physical Requirements involve sitting for an extended period at a desk (90%)
• Work Environment is inside office with cubical. Requires the ability to interact professionally in person and remotely with coworkers and all levels of management
• Work Hours are typically 8 hours daily Monday through Friday. Work outside of normal hours may be needed