Position OverviewResponsible for providing Tier II technical support for enterprise virtualization infrastructure, with a focus on VMware technologies (vSphere, ESXi, vCenter, vSAN, NSX). Serves as an escalation point for Tier I Service Desk staff on virtualization-related incidents, performing advanced troubleshooting, root cause analysis, and system maintenance to ensure availability, performance, and stability of the virtual environment. Works with minimal supervision and coordinates with Tier III/Infrastructure engineering teams on complex issues and change activities.
Key Responsibilities- Provide Tier II escalation support for incidents involving VMware vSphere, ESXi hosts, vCenter Server, virtual machines, and related virtualization infrastructure.
- Troubleshoot and resolve issues related to VM performance, host connectivity, storage (vSAN/SAN/NAS datastores), networking (vSwitch, distributed switches, NSX), snapshots, and cluster/HA/DRS configurations.
- Perform VM provisioning, migration (vMotion/Storage vMotion), cloning, templating, and decommissioning in accordance with change management procedures.
- Monitor virtual environment health using tools such as vRealize Operations (Aria Operations), vCenter alarms, and enterprise monitoring platforms; proactively identify and remediate capacity, performance, or configuration issues.
- Document, track, and update incidents and service requests in the ITSM ticketing system (e.g., ServiceNow), ensuring resolution within SLA.
- Apply patches, updates, and firmware upgrades to ESXi hosts and vCenter environments following established change control processes.
- Perform root cause analysis on recurring or high-impact incidents and recommend permanent fixes or process improvements.
- Assist with backup and disaster recovery processes for virtualized systems (e.g., Veeam, VMware SRM) and support recovery testing.
- Support security hardening, compliance scanning, and remediation of virtual infrastructure per organizational and government security requirements (e.g., STIGs).
- Collaborate with Tier I Service Desk to provide technical guidance, knowledge transfer, and escalation criteria for VMware-related tickets.
- Escalate complex architecture, licensing, or design issues to Tier III engineering or vendor support (VMware/Broadcom) as needed.
- Maintain and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for the virtual environment.
- Assist with capacity planning and lifecycle management of virtual infrastructure.
Qualifications- Bachelor's degree in Information Technology, Computer Science, or related field; or Associate degree + 2 years additional relevant experience; or 4 years additional relevant experience in lieu of a degree.
- 4+ years of IT infrastructure/systems administration experience, with at least 2+ years focused on VMware virtualization support.
- Hands-on experience administering VMware vSphere/ESXi and vCenter Server in a production enterprise environment.
- Experience with an ITSM incident tracking system (ServiceNow preferred).
- Demonstrated experience troubleshooting VM performance, storage, and networking issues within a virtualized environment.
- Secret clearance required
- Shift is !0am - 6pm
- Security + certification
Other Job-Specific Skills- Working knowledge of VMware NSX, vSAN, and vRealize/Aria Suite.
- Familiarity with Windows Server and/or Linux server administration in a virtualized environment.
- Understanding of enterprise storage concepts (SAN/NAS, LUNs, datastores) and networking fundamentals (VLANs, TCP/IP, DNS).
- Experience with backup/DR tools such as Veeam, VMware SRM, or similar.
- Familiarity with ITIL v4 practices for incident, problem, and change management.
- Knowledge of DoD/federal security compliance standards (STIGs, RMF) a plus, if supporting government clients.
- Strong analytical and troubleshooting skills with the ability to work independently on complex technical issues.
- Ability to manage multiple priorities and tickets in a fast-paced enterprise environment.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
