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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