Senior Lead Engineer

Reports to: Director of Operations 

Status:  Full time 

FLSA:  Exempt 

Hours: 9 continuous hours/day: Monday-Friday 

Approved: President/CEO 

Additional hours as mandated based on operational needs 

JOB SUMMARY  

The Senior Lead Engineer is a key technical leadership role responsible for overseeing and managing a team of Tier 1 and Tier 2 Engineers and takes lead of all internal/external projects. This position requires a deep understanding of various IT systems, infrastructure, and technologies to provide strategic direction, lead technical internal and client projects, and ensure the efficient and effective operations of IT services. 

JOB REQUIREMENTS AND EXPECTATIONS 

Minimum Qualifications  

Education:  Associates degree in Computer Science from an accredited college/university or related field preferred or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired. 

Experience: Demonstrated knowledge of and experience with computer and/or network systems, applications, procedures/techniques and customer services practices.   

Skills: Strong verbal/written communication skills.  Must be highly skilled in communications to a wide constituency including, but not limited to, end users, administrators, fiscal staff and vendors.  Ability to read and write and effectively analyze data to translate complex and detailed system support.  Must have ability to instruct staff in the use and care of the equipment, as well as software.  Must be skilled in mathematics related to technical support. 

Certifications: required to have or obtain within 12-months of employment following certification: MS102, AZ801, MD102, Security Plus and Project Plus. It is also expected to maintain new and updated certification.  

Driver license and personal auto insurance must be maintained. 

New hire and bi-annual BCI checks required. 

Knowledge, Abilities, and Other Expectations 

Knowledge: Must have a high level of technical computer and telephone support.  Ability to safely operate all computer systems and network systems.  Extensive experience in IT Infrastructure design, implementation, and management. In-depth knowledge of networking, systems administration, security and cloud technologies.  

Abilities: Skill in solving complex and detailed technical issues and problems. Multi-task and detail oriented in resolving complex technical problems.  Ability to serve as liaison between supervisor and staff, as assigned.  Do data entry, generate reports, copy, manage and track documents and information. Effectively manage time to meet operational needs and desired outcomes and plan and organize the steps to implement new projects. Listen to, understand and communicate information and ideas. Work independently with minimal supervision. Maintain strict confidentiality. Work effectively as part of a team environment and work effectively with people and communities from diverse cultural, social, and ethnic backgrounds.  Must have ability to respond swiftly to crisis situations and provide intervention. Provide excellent customer service with the ability to resolve complaints. 

Other Expectations: Completes all required training and maintains strict confidentiality. Regular attendance is mandatory. Maintain related records in accordance with appropriate records retention guidelines and policies.  Adhere to health and safety policies and procedures.  Must have reliable transportation to fulfill responsibilities requiring travel in the community.  Must be available by personal cell phone during working hours and will be required to be a part of the weekday or weekend on call rotation.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Evaluation of this position is based primarily on performance of the following essential functions, which include, but are not limited to: 

Operational 

• Lead, manage, oversee, mentor and assist Tier 1 and Tier 2 Engineers, providing guidance, support and technical expertise. 

• Lead and oversee complex internal and customer IT projects from initial to completion, ensuring adherence to project timelines, budget and quality standards.  

• Manage the flow of cases through the help desk to make sure end users are taken care of in a timely manner. 

• Continuous optimization of our professional services platform. 

• Contribute to the development of new products and services. 

• Serving the office staff professionally to ensure that associates know they are cared for; have a good understanding of SOPs and Arakÿta’s expectation of them; burn-out is caught early and kept at a minimum. 

• Ongoing development and refinement of standard operating procedures. 

• Responsible for getting new employees established in the company and making sure they have a schedule of training. 

• Leading daily technology review meetings with staff. 

• Quality of communication to customers, including efficiency of internal staff’ communications to clients and ensuring effective communication as a company to our clients en masse.  

• Assist and coordinate with the Director of Information Systems and Security, Director of Technology and Director of Operations as needed.  

• Actively participate in the interviewing/hiring process for Tier 1 and Tier 2 Engineers. 

• Responsible for training new staff. Planning and tracking on-going educational needs of employees. 

• Review of employee time before final approval for inaccuracies. 

• Regular attendance is an essential function of this position. 

• Must follow safety and health rules and regulations, including, but not limited to, OSHA standards. 

• May need to take on VCIO role to provide higher level strategic goals for current or future clients.  

Technical 

• Serve as subject matter expert in various IT domains, including networking, system administration, security and cloud technologies. 

• Provide technical guidance and support to engineers to resolve complex technical issues, troubleshoot system problems, and ensure system uptime and availability. 

• Requires a deep understanding of various IT systems, infrastructure, and technologies to provide strategic direction, lead technical internal and client projects, and ensure the efficient and effective operations of IT services. 

• In depth knowledge of networking, systems administration, security and cloud technologies. 

• Performs other related duties as assigned.