The
Technical Support Engineer 2 is a member of the Support Operations team in the Managed Services department and reports to the Tier 2 Support Manager. This individual provides system management and monitoring to meet and exceed the SLA requirements of DataBank while maintaining industry best practices and procedures for operation in a multi data center environment. The Technical Support Engineer 2 addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution, and assists in the documentation and training of the Support team.
The ideal candidate is a quick learner who can solve complex problems related to various technologies, communicate effectively, and thrive in a fast-paced, growing environment. This individual takes direction from senior management while proactively seeking opportunities to improve processes and implement efficiencies.
RESPONSIBILITIES:- Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud Director; perform maintenance activities within the VMware platform
- Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS, WINS, and DFS
- Troubleshoot network issues related to routing, firewalls, and load balancers
- Configuration and management of Microsoft Active Directory, including implementations and their interoperability with disparate directory structures and security methods in a business enterprise environment
- Troubleshoot issues related to web services, specifically IIS, Apache, NGINX, and ColdFusion
- Troubleshoot issues related to databases such as MySQL and MSSQL
- Provide technical assistance to DataBank's customers for the support and management of Windows and Linux servers
- Provide proactive monitoring for all production systems in an enterprise environment, including performance, failed hardware, alert conditions, and other issues affecting business operations
- Assist in troubleshooting issues with Backup and Restore utilizing Veeam, Commvault, Zerto, and Avamar
- Perform and document decommissioning of physical and virtual servers and firewalls
- Help create and maintain team standards, policies, and procedures
- Identify and implement efficiencies to daily processes and procedures
- Participate in an on-call rotation and provide after-hours availability
- Occasional travel may be required
QUALIFICATIONS:Education- Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent work experience
Experience- 5+ years of experience required in the Information Technology field
- 3+ years of experience working with Windows and/or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level
- 3+ years of working knowledge of virtual infrastructure technologies, specifically VMware
- 3+ years of experience with Microsoft SQL and Microsoft IIS services
Technical Skills- Experience managing and configuring Active Directory including replication services, group policies, and folder redirection
- Experience supporting Microsoft products including SharePoint, Office 365, and SCCM
- Experience with Routers, Switches, Firewalls, and Load Balancers with knowledge of TCP/IP network administration and troubleshooting
- Scripting experience with Python, PHP, or PowerShell is required
- Experience with MySQL, Apache, and ColdFusion
- Fundamental Backup and Patching knowledge
- Fundamental Monitoring knowledge
- Experience with ScienceLogic or Zabbix is a plus
- Experience with Ansible is a plus
Professional Skills- Excellent troubleshooting, problem-solving, and organizational skills
- Superior customer service skills
- Project management oriented with ability to lead project planning through implementation
- Strong written and verbal communication skills; comfortable preparing documentation of procedures and guidelines
- Detail-oriented with the ability to record, organize, and communicate
- Ability to work flexible schedules when required
- Ability to multitask and appropriately prioritize duties
- A self-starter who can excel in a team environment within a growing and dynamic enterprise
BENEFITS:- Health, Vision and Dental Insurance Packages
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- 401k with company match
- 3 weeks' Paid Time Off and Paid Holidays
