Description:
The Engineer Level 2 will service new and existing accounts in our Data Centers and on customer’s sites. The candidate must be able to operate in a professional work environment by analyzing issues that arrive via ticketing system, telephone, or e-mail. Must be able to quickly resolve customer issues or make the determination to escalate the support issues when needed. Candidate must be highly motivated to handle multiple issues at once. Candidate will need to have the ability to deal with internal and external persons in the support process to ensure customers’ needs are met. Monitors and maintains systems to ensure Managed Services Team achieves the highest level of availability at all times. Will provide feedback to the team members and team lead.
Reports directly to Director of Managed Services
Role and Responsibilities:
- Assist in writing and updating of training programs due to the changing nature of Managed Services
- Interact and coordinate respectfully with other departments to resolve customer issues
- Oversee the Managed Services & Infrastructure Service Installation tickets and ensure fantastic over-the-top customer service
- Interpret and prioritize customer requests and issues
- Keep track of individual performance
- Always maintains a positive attitude and quickly adapts to change
- Identify and work with team to build automation of service operational tasks
- Development and maintenance of internal documentation as well as customer facing documentation
- Work with Infrastructure teams to guarantee the security of all platforms
- Documents service and installation actions by completing forms, reports, logs, tickets and records
- Ensure compliance with company internal policies and customer’s policies
- Recommend solutions to correct issues and faults
- Participate in rotating “On Call” schedule with other members of the team
Requirements:
- 7+ years of proven experience working and supporting an IT environment
- A+, N+, CCNA, or equivalent experience
- Strong Troubleshooting skills
- Mastery understanding of the OSI Model (TCP/IP Model)
- High School Diploma or GED
- Ability to lift 50 lbs
- Proficient in reading and writing
- Proficient in Technical writing
- Master ability to troubleshoot workstations and servers
- Mastery working knowledge of LAN (Local Area Networks)
- Mastery working knowledge of Switching
- Intermediate working knowledge of WAN (Wide Area Networks)
- Intermediate working knowledge of Firewalls
- Intermediate Network design
- Mastery knowledge of Active Directory
- Mastery knowledge of MS Server OS (Windows Server 2008-2016)
- Mastery knowledge of one Microsoft Application (SQL, Exchange, SharePoint)
- 2 or more certifications in Microsoft Azure
- VCP (VMWare Certified Professional) Certification (VCP6-DCV, VCP6-CMA, VCP6-DTM, VCP6-NV)
- Linux Server Administrator Certification (LPIC-1)
- Mastery knowledge of RAID, JBOD, NAS
- Intermediate Knowledge of SANS
- Intermediate knowledge of IaaS, and BaaS
- Intermediate Scripting abilities (batch, PowerShell, and bash)
- Intermediate Knowledge of Monitoring Systems
- Experience with workload migrations to Hyperscale and VMware environments as well as the ability to deploy Azure infrastructure and move workloads to Azure
- Experience deploying and migrating to public, private, hybrid clouds (greenfield and lift and shift) and familiarity with modern tools such as ASR, Zerto, Carbonite
- Experience with SCCM, Intune, Windows Autopilot package creation, deployment and troubleshooting
- Experience with Patch Management for supported windows systems
- Experience with Sophos Endpoint administration
- Experience deploying and supporting virtual desktops
Behavioral Expectations:
- Self-motivated to learn new technology and new ways to deliver it
- Customer Service - demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally
- Understand safety policies and actively promote safe practices in the workplace
- Maintain constructive relationships and demonstrate respect for everyone contacted
- If conflict arises focus on the situation, issue or behavior and not on the person by diffusing situations before conflicts arise, resolving conflicts directly and actively promoting and gaining cooperation from others
- Accurately provide and receive information in oral and written communications
- Consistently provide ideas, opinions, or information in an articulate, professional way. Actively listen to others and demonstrate understanding of other points of view
- Willingness and ability to adjust to changing conditions or priorities. Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems
- Ability to maintain clean appearance and workspace
Preferred Skills:
- Bachelor’s degree in information technology or equivalent work experience
- Multiple Certifications with MS Server OS (Windows Server 2008-2016)
- Multiple Certifications on Microsoft Applications (Azure, SCCM, Intune, SQL, Exchange, SharePoint)
- Certification with MS Windows OS (10, 11) or equivalent experience
- Intermediate experience or certification with MS Office Products (Office 2010-2016)
- VMCloud, VDI Experience including design and implementation
- Working Knowledge of Storage (Fiber Channel, iSCSI)
- Hands on experience with backup solutions such as Veeam, Azure backup, etc.
