| The Tier 2 Support Engineer reports to the Manager, Managed Hosting Support and supports internal groups, external groups, and customers in the Managed Hosting environment. The Tier 2 Support Engineer provides operations support and is the point of escalation for Tier 1 Support. Duties include documenting support procedures, creating knowledgebase articles, performing maintenances, phone support, and training Tier 1 Support on new processes and procedures. This individual will be part of a team responsible for 100% availability of the Managed Hosting customer’s networks and servers. This includes working with industry leading technologies from Cisco, F5, Brocade, Microsoft, RedHat, VMWare, and more.
| SPECIFIC RESPONSIBILITIES:
| Provides problem support and resolution to the Managed Hosting customer base. This includes Operating System level support, hardware support, and network product support. Operating System level support includes, but is not limited to, OS patching and troubleshooting any systems issues which could be due to OS related issues, such as cpu, memory, NIC. Hardware Support includes, but is not limited to, hardware monitoring, firmware updates, and setting up hardware replacement maintenances as needed. Network Product Support includes, but is not limited to, adding/removing/modifying firewall ACLS, group objects, VPN troubleshooting, NATing, F5 load balancer administration & troubleshooting. Manages open tickets from initial escalation to closure when necessary. Escalates and works with vendors, such as Dell, Alert Logic, and Cisco, to resolve issues with hardware and vendor applications. Create, modify and manage the specific device templates in our monitoring system. Mentor and train Tier 1 Support Engineers on process and procedures.
| 3+ years of experience supporting complex networks and systems. Experience supporting and troubleshooting Cisco ASA firewalls. Experience supporting and troubleshooting F5 load balancers. Experience supporting and troubleshooting Brocade switches and load balancers. 3+ years of Linux/Unix and/or Windows experience. Excellent written and verbal skills Strong desire to provide the finest customer experience
| Preferred Experience with Solar Winds Orion monitoring platform. Experience with SAN and NAS technologies like NetApp, Nimble, and EMC. Experience with Fiber Channel and iSCSI SAN protocols. Experience with VMWare ESX/ESXi networking.