Senior IT Support Engineer

Provide hands-on IT Infrastructure engineering and Tier 1-3 help desk support to ensure overall stability, security, integrity, efficiency, and HIPAA/HITECH compliance of the company’s on-premises and cloud environments. The infrastructure includes data center (server, storage and virtualization), call center, local and wide-area network, desktop, mobile, telephony, cloud and security components, as well as infrastructure that supports critical systems used by software developers. Collaborates with the Senior Manager of Infrastructure to evaluate, acquire, implement and manage infrastructure technologies (including hardware and software components) that fit within the Enterprise Architecture Framework. Exceptional analytical and problem-solving skills are required to help identify, communicate, and resolve highly complex issues. This position requires onsite work and is not fully remote.

• Bachelor's Degree in Computer Science, Management Information Systems, related field or equivalent experience. MCSE, ITIL and Cisco certifications preferred.
• Prior experience in the healthcare, pharmacy, or pharmaceutical industries
• Strong knowledge across the technology stack, including knowledge of, and experience with, network security, cloud computing industry, including Software-as-a-Service (SaaS), and infrastructure-as-a-Service (IaaS), including use and management of cloud infrastructure.
• Exceptional analytical and problem-solving skills including the ability to handle complicated issues independently.
• Knowledge of, and experience with, industry IT trends in infrastructure and end-user computing technologies.
• 6 years' experience in IT, including the acquisition, implementation, and administration of IT infrastructure that supports mission critical, high availability systems with a national presence.
• Ability to clearly and concisely communicate ideas, proposals, and recommendations.
• Ability to multitask and prioritize critical projects in a fast-paced environment driven by multiple deadlines.
• Incident and asset management service applications
• Windows, Apple and Linus operating systems, including the latest versions of Windows Server, SQL Server, Exchange Online, Office 365, VMware ESXi.
• On-premises and cloud-based telephone systems.
• Physical and virtual servers including Active Directory, Azure AD, DHCP, DNS, email, file and print servers, and their associated operating systems and software.
• Network hardware including switches, routers, firewalls, web filters
• Mobile devices including IOS/Android phones and tablets.
• Security system components including CCTV, fingerprint/proximity access devices, and burglar alarm.
• Highly self-motivated and directed, with the ability to juggle multiple projects with different priorities.
• Strong interpersonal and communication skills, including excellent customer support skills.
• Positive attitude, with experience working in a team-oriented, collaborative environment with a variety of stakeholders.
• Requires infrequent after business hours maintenance and support.

• Primary Help Desk contact for all types of infrastructure related issues and requests.
• Utilize IT Service Desk including help desk ticketing, change and asset management and ensure end users receive support within agreed upon SLAs
• Processes and applies a broad knowledge of principles, practices and procedures related to IT operational support focused on cloud computing, virtualization, server management, storage network and security, telephony, mobile data management and applications in an enterprise environment
• Administers and maintains end user accounts, permissions, and role-based access rights while adhering to principles of least privilege
• Working with the Senior Manager of Infrastructure and IT partners, evaluate, select, provision, implement, and manage infrastructure and end-user computing technologies that meet strategic initiatives from solutions that include commercial off-the-shelf (COTS) products, Software as a Service (SaaS),  Infrastructure-as-a-Service (IaaS), Platform as a Service (PaaS) and in-house hosted solutions.
• In Collaboration with Senior Manager of Infrastructure, develop, test and maintain a Business Continuity Plan.
• In collaboration with Senior Manager of Infrastructure, Senior Director of Application Development, and IT partners, coordinates backup and disaster recovery efforts.
• In collaboration  with the Senior Manager of Infrastructure, develop and train on infrastructure policies, procedures, technical schematics and process flow diagrams.
• Monitor infrastructure operations, including an alert system that reports on the health, performance, and capacity of infrastructure technologies and components.
• Monitor all infrastructure hosting and operations, including on premise and public cloud infrastructure associated to SaaS and IaaS.
• Working with the Senior Manager of Infrastructure, support test/development environments mirroring production systems.
• Assist the Senior Manager of Infrastructure in the development of business cases for the implementation of new IT solutions.
• In collaboration with the Senior Manager of Infrastructure, supports server and security audits in conjunction with HIPAA/HITECH compliance.
• Recommends, schedules, and performs network improvements, upgrades, and repairs.
• Meets routinely with team members and management to ensure proper information flow, including incident management reporting and project task updates.
• Other related duties as assigned.

• BCBSL Medical
• Delta Dental
• EyeMed Vision
• 401k
• Accident & Critical Illness
• Life Insurance
• PTO, Holiday Pay, and Floating Holidays
• Tuition Reimbursement