Lead Technical Engineer

Buffalo, NY 14225

Posted: 02/21/2020 Employment Type: Permanent Industry: IT Job Number: 1433 Pay Rate: Negotiable

Job Description

Lighthouse Technology Services is seeking a full time permanent Lead Technical Engineer in Buffalo, NY

The Lead Technical Engineer (LTE) for Lighthouse Services Organization is both a manager and technical lead for LIGHTHOUSE’s consulting, managed services and professional services offerings. The LTE will primarily work with the Lighthouse Services Organization team and LIGHTHOUSE customers to assure timely resolution of tickets/incidents, solutioning new IT needs, and executing/delivering on project/scope requirements with an emphasis on customer satisfaction. Additionally, the LTE will support the development and management of the Lighthouse Services Organization in conjunction with other Lighthouse Services Organization LTE’s.

 

Summary of Essential Job Duties:

Lighthouse Services Organization LTE Role Responsibilities

  • Develop and conduct Lighthouse Services Organization onboarding services
  • Develop and maintain Lighthouse Services Organization monitoring and reporting systems
  • Develop stewardships/QBR reports
  • Assist with the development of Lighthouse Services Organization offerings
  • Assist with pre-sales support for LIGHTHOUSE’s Lighthouse Services Organization practice
  • Assure Lighthouse Services Organization resource coverage
  • Participation in the Lighthouse Services Organization on-call rotation as a primary resource per schedule
  • Escalation point for Lighthouse Services Organization on-call junior engineers
  • Manage customer service & satisfaction
  • Manage customer support priorities in the duty manager role
  • Handle customer satisfaction issues
  • Reporting on Lighthouse Services Organization performance, utilization and other key metrics
  • Perform as 3rd level customer technical support
  • Maintain advanced e.g. Microsoft, VMware, EMC, Cisco, Dell, HP, SonicWall and related certifications as required
  • Assist fellow team members in support of our clients across solutions.
  • Submit detailed records in a timely manner (tickets, reports, etc).
  • Participate in presales and marketing activities in support of LIGHTHOUSE objectives
  • Perform all responsibilities in alignment with the core values of the Company.

     

    LIGHTHOUSE Internal IT LTE Role Responsibilities

  • Primary contact for LIGHTHOUSE Internal IT
  • Lead/Address/Delegate internal service tickets
  • Lead/design/develop/execute with LIGHTHOUSE service teams internal IT infrastructure including Lighthouse centric infrastructure
  • Short and long term planning for LIGHTHOUSE data center and end user computing maintenance, upgrades and new initiatives
  • Lead and contribute to and the maintaining of system standards
  • Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.
  • Ensure that the Lighthouse Services Organization monitors LIGHTHOUSE internal systems, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
  • Ensure that backup operations are completing successfully and periodically test restoration to ensure the integrity of the back and restore process.
  • Ensure the Lighthouse Services Organization executes properly all MACD’s.
  • Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
  • Ensure appropriate OS patches and upgrades are applied on a regular basis.
  • Maintain operational, configuration, or other procedures.
  • Lead/Perform/Delegate periodic performance reporting to support capacity planning.
  • Lead/Perform/Delegate ongoing performance tuning, hardware upgrades and resource optimization as required.
  • Maintain data center environmental and monitoring equipment.

     

     Knowledge & Skills:

  • Demonstrated experience in remediating issues related to advanced technologies we support e.g. Microsoft, Cisco, VMware, Dell/EMC, SonicWall, and HP technologies.
  • Demonstrated experience using ticketing systems for internal and customer reported issues.
  • Support experience in a NOC and field services environment.
  • Knowledge of system analysis techniques and methodologies.
  • Be current with vendor offerings and technology.
  • Possesses a high degree of system level troubleshooting.
  • Ability to thrive in a challenging, fast-paced environment.
  • Self-starter with a focus on quality work, balanced with achieving results within acceptable timeframes.
  • Ability to effectively communicate with customers, coworkers, vendors, and management. Present a positive professional image to all levels of the organization.
  • Ability to effectively work independently and in a team environment managing a range of customers and technical situations.
  • Forward-looking, innovative, enthusiastic, and ambitious team player, high performer.
  • Ability to easily interface with external and internal stakeholders using a solutions-oriented approach.
  • Strong verbal and written communication, customer facing skills, and a can-do attitude are required.
  • Excellent customer service and customer management skills with the ability to articulate technology to all levels of the business.
  • MaintainSLA (Service Level Agreement) standards.

     

    Technical:

  • Field experience implementing and supporting Operating Systems, Server, Storage, Network, and security technologies
  • Experience with virtualization Microsoft Hyper-V and VMware solutions such as vSphere, Horizon, vCops, vCAC
  • Experience in datacenter networking converged and hyperconverged infrastructure such as UCS, Nexus, Unified Fabric and other traditional networking technologies
  • Experience with Dell/EMC, HP, Pure, Netapp, EqualLogic, Compellent and other storage solutions a plus
  • Experience with applications like QuickBooks, SAP, Oracle, SQL a plus
  • Experience in Windows, Linux, IOS, and Android
  • Experience in cloud based backup solutions e.g. Backup as a Service, Datto, Veeam,
  • Experience in on premise to Cloud migrations e.g. Azure and AWS
  • Wireless, LAN and WAN protocols and networking experience
  • Telecom experience a plus

 

Educational/Experience Requirements:

  • BS/BA in technical discipline (i.e. Computer Science, Information Technology) or equivalent experience in a related field.
  • 5+ years of IT work experience including support in Enterprise environments.
  • Cisco certification highly desirable (CCNA, CCNP, CCDA, CCDP, CCIE)
  • VMware certifications highly desirable (VCP, VCAP)
  • EMC certification highly desirable (EMCTA, EMCIE, EMCCA, EMCDCA, EMCSA)

 

Physical Demands:

  • While performing the duties of this job, the employee may be regularly required to sit: use hands to fingers, reach with hands and arms and lift certain IT equipment.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • While performing the essential duties of this job, the employee is regularly required to operate standard office equipment (including computer, telephone, copier, and fax machine)
  • Must have a valid drivers licence

 

Work Environment:

  • 100% Customer facing.
  • Off hour work may be required.
  • Available for emergency response as needed.

Job Requirements

  •  Knowledge & Skills:

  • Demonstrated experience in remediating issues related to advanced technologies we support e.g. Microsoft, Cisco, VMware, Dell/EMC, SonicWall, and HP technologies.
  • Demonstrated experience using ticketing systems for internal and customer reported issues.
  • Support experience in a NOC and field services environment.
  • Knowledge of system analysis techniques and methodologies.
  • Be current with vendor offerings and technology.
  • Possesses a high degree of system level troubleshooting.
  • Ability to thrive in a challenging, fast-paced environment.
  • Self-starter with a focus on quality work, balanced with achieving results within acceptable timeframes.
  • Ability to effectively communicate with customers, coworkers, vendors, and management. Present a positive professional image to all levels of the organization.
  • Ability to effectively work independently and in a team environment managing a range of customers and technical situations.
  • Forward-looking, innovative, enthusiastic, and ambitious team player, high performer.
  • Ability to easily interface with external and internal stakeholders using a solutions-oriented approach.
  • Strong verbal and written communication, customer facing skills, and a can-do attitude are required.
  • Excellent customer service and customer management skills with the ability to articulate technology to all levels of the business.
  • Maintain SLA (Service Level Agreement) standards.

     

    Technical:

  • Field experience implementing and supporting Operating Systems, Server, Storage, Network, and security technologies
  • Experience with virtualization Microsoft Hyper-V and VMware solutions such as vSphere, Horizon, vCops, vCAC
  • Experience in datacenter networking converged and hyperconverged infrastructure such as UCS, Nexus, Unified Fabric and other traditional networking technologies
  • Experience with Dell/EMC, HP, Pure, Netapp, EqualLogic, Compellent and other storage solutions a plus
  • Experience with applications like QuickBooks, SAP, Oracle, SQL a plus
  • Experience in Windows, Linux, IOS, and Android
  • Experience in cloud based backup solutions e.g. Backup as a Service, Datto, Veeam,
  • Experience in on premise to Cloud migrations e.g. Azure and AWS
  • Wireless, LAN and WAN protocols and networking experience
  • Telecom experience a plus

 

Educational/Experience Requirements:

  • BS/BA in technical discipline (i.e. Computer Science, Information Technology) or equivalent experience in a related field.
  • 5+ years of IT work experience including support in Enterprise environments.
  • Cisco certification highly desirable (CCNA, CCNP, CCDA, CCDP, CCIE)
  • VMware certifications highly desirable (VCP, VCAP)
  • EMC certification highly desirable (EMCTA, EMCIE, EMCCA, EMCDCA, EMCSA)

 

Physical Demands:

  • While performing the duties of this job, the employee may be regularly required to sit: use hands to fingers, reach with hands and arms and lift certain IT equipment.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • While performing the essential duties of this job, the employee is regularly required to operate standard office equipment (including computer, telephone, copier, and fax machine)
  • Must have a valid drivers licence

 

Work Environment:

  • 100% Customer facing.
  • Off hour work may be required.
  • Available for emergency response as needed.

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