Infrastructure Engineer Lead

Company Name:
Smartlink
Smartlink is looking to hire an Infrastructure Engineer Lead in Annapolis, MD.
The Infrastructure Engineer Lead leads the design, installation, administration, and optimization of company servers and related components. This function receives, documents, prioritizes, investigates, and actively resolves end user requests, including requests from users located nationwide at Smartlink's Locker Rooms. The Infrastructure Engineer Lead participates in the planning and implementation of policies and procedures to ensure adherence to best practices for all infrastructure components. The Infrastructure Engineer Lead serves as the operational go-to for all Help Desk Support personnel.
FLSA Classification: Exempt
Primary Responsibilities:
Provide investigation, diagnosis, resolution, and recovery for hardware, software, server, database, and network problems; lead key process improvements.
Receive and respond to service and support requests by telephone, e-mail, and assigned tickets from end users; provide initial assessment of urgency and business impact on all service and support tickets.
Maintain overall ownership of end users' issues and service, ensuring that they receive resolution within a reasonable timeframe.
Act as the project lead in the design, installation, and review of new server systems, applications, and hardware; conduct capacity planning as needed.
Coordinate and collaborate with technical services team members to ensure availability, reliability, and scalability of organizational servers to meet business demands.
Establish and implement policies, procedures, and technologies to ensure server and firewall security and disaster recovery to ensure effective protection and integrity of organizational data and assets.
Responsible for activities relating to the evaluation, analysis, setup, and update of PC-based software products, including word processers, spreadsheets, presentation graphics, database management systems, electronic mail, and communications.
Identify user training needs, and develop and deliver technical and desktop training.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution, and update knowledge base with new identified fixes.
Perform preventative maintenance, including checking and housekeeping of workstations, printers, and peripherals.
Perform routine maintenance related to all hardware and software nationwide at all Smartlink's Locker Rooms.
Serve as the operational go-to for all Help Desk Support personnel.
Participate in on-going training and departmental development.
Maintain professional, ethical, and company standards at all times.
Job Requirements:
Experience in configuring, deploying, and supporting Active Directory, DNS, Domain Controllers, MS SQL, MS Based Servers and associated operating systems in person and remotely.
Knowledge of mobile devices including iPads, iPhones, and Android.
Experience using trouble ticketing systems and over various helpdesk/desktop support triage and support tools.
Familiarity with TCP/IP and other network protocols, firewall management, and operating system configuration.
Effective oral and written communication skills.
Strong customer service orientation including the ability to present ideas in both a business-friendly and user-friendly language.
Highly self-motivated and directed with a keen attention to detail.
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
Attention to detail and accuracy.
Effective time management, organizational, and prioritization skills.
Proven analytical and problem-solving abilities, including conducting research into server issues and products.
Proficient at MS Office, especially Excel and PowerPoint.
Evidence of the practice of a high level of confidentiality.
Education/Experience:
The ideal candidate will have three years of technical desktop and help desk support experience, including experience in a lead, supervisory, or management role.
Bachelor's Degree in a relevant Information Technology field of study, such as Computer/Software Engineering or Project Management; or the equivalent combination of education and/or experience.
Microsoft certifications are an added advantage, especially MCSE, but not required.
Travel Requirements:
Minimal travel (

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