Technical Support Engineer 2

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of customer data, applications, and equipment. DataBank’s managed data center services are built around its world-class facilities., multi-homed Internet access hub, and multi-terabyte storage area network. We provide a redundant managed colocation environment for companies wishing to outsource their entire computer room infrastructure. This environment consists of space, power, and network transport services.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Support Engineer 2 is a member of the Tier 2 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This individual will provide system management and monitoring to meet and exceed the SLA requirements of DataBank as well as maintain industry best practices and procedures for operation in a multi data center environment. The Technical Support Engineer 2 will be part of the team that addresses Windows, Linux, Cloud, Application and Network issues and brings them to resolution. They also assist in the documentation and training of the Support team.

The ideal candidate for this position will be a quick learner who can solve complex problems related to various technologies. Additionally, this candidate will have excellent communication skills and work well in a fast-paced, growing environment. The candidate must be able to support and maintain systems in an enterprise environment. This individual will be someone who can take direction from senior management, but also seek opportunities to improve and stabilize the environment and implement efficiencies in daily processes.

Responsibilities

• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud
• Perform maintenance activities within the VMware platform
• Assist with configuration, maintenance, and troubleshooting of enterprise firewalls, with Palo Alto Networks and Panorama experience being a strong plus
• Support creation, review, and tuning of firewall security policies, NAT rules, VPN configurations, and threat- prevention settings
• Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS and WINS and DFS
• Troubleshoot network issues related to routing, firewalls and Load Balancers
• Helping create and maintain team standards, policies and procedures
• Configuration and management of Microsoft Active Directory, including implementations and their interoperability with disparate directory structures and security methods in a business enterprise environment
• Troubleshooting issues related to web services, specifically IIS, Apache and ColdFusion
• Provide technical assistance to DataBank’s customers for the support and management of Windows and Linux Servers
• Assist with deployment and maintenance of diverse client systems including Windows and Linux systems
• Provide proactive monitoring for all production systems in an enterprise environment to include those related to performance, failed hardware, alert conditions and other issues that affect business operations in a production environment
• Assist the Director of Managed Services in ensuring all project related work is performed according to specified timelines and scope ensuring successful outcomes
• Identify and implement efficiencies to daily processes and procedures
• Responsibilities will include participation in an "on call" rotation and provide after-hours availability
• May perform other duties and responsibilities that management deems necessary from time to time.

Qualifications

• 5+ years of experience required in the Information Technology field
• 3+ years of experience working Windows and or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level
• 3 + years of experience working knowledge of Virtual infrastructure technologies, specifically VMware
• Experience managing and configuring Active Directory including, replication services, group policies and folder redirection
• Experience supporting Microsoft products including SharePoint, Office365 and SCCM
• Experience with Routers, Switches, Firewalls and Load balancers with knowledge of TCP/IP network administration and troubleshooting
• 3 + years of experience with Microsoft SQL and Microsoft IIS services
• Scripting experience with Python, PHP or PowerShell is required
• Experience with MySQL, Apache and Cold Fusion
• Fundamental Backup and Patching knowledge
• 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 skills, comfortable preparing documentation of procedures and guidelines
• Detail orientation, and 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 of a growing and dynamic enterprise. A nonpolitical team player who can build immediate credibility with all teams
• Occasional travel may be required
• Experience with Ansible a plus

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 Holiday

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