Infrastructure - Customer Support Engineer

Job Summary:

The Support Engineer’s role is to ensure the stability, integrity, and efficient operation of client information systems that support core Fortna software functions. This is achieved by monitoring, maintaining, supporting, and optimizing all client infrastructure systems and internal development environments. The Support Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize client success.

Responsibilities:

Operations and Support

• Design and deploy new development systems on-premises and in public cloud environments.
• Provide 24x7 escalation support on a rotating schedule for all client systems related incidents and support requests.
• Respond to incidents following internal and client service level objectives.
• Review and manage alerts, set thresholds, and respond to all alert and event records.
• Follow and adhere to ITIL change management procedures.

Proactive Managed Services

• Apply OS patches and upgrades on a regular basis and upgrade administrative tools and utilities, as necessary.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Maintaining and reporting on data center environmental and power redundancy equipment.
• Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
• Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the disaster recovery and business continuity strategies.
• Ensure system connectivity of all servers and shared software.
• Create and maintain documentation as it relates to system configuration changes and service records.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.

Strategy & Planning

• Collaborate with the project implementation team and the client lifecycle performance team to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Follow process and scheduled proactive tasks including patching, event management and alert response processes.

Required Knowledge, Skills, Abilities (must be able to be ascertained from the resume):

• 2 years’ work experience in an IT support or system engineering role.
• Strong experience in Linux RHEL/OEL/CentOS administration
• Proven experience with systems planning, security principles, and general infrastructure management best practices.
• Strong experience with VMware or other virtualization experience.
• Excellent English Communication
• Experience with public cloud Virtual machine, networking, storage and container solutions and support.
• Network topology and infrastructure expertise
• Strong understanding of Virtual Private Networking and other remote access tools.
• Working knowledge of server and workstation infrastructure.
• Strong understanding of high availability protocols and architecture.
• Working knowledge of storage area network and network attached storage systems.
• Working knowledge of Unix compliant command line interfaces.
• Ability to understand and diagnose client-server architecture.
• Proficient with other open-source operating systems and applications.

Education and Experience:

• University degree in computer science or software engineering and/or 2 years equivalent work experience.
• VMware certification
• ITIL Foundations

Other Qualifications Desired:

• Excellent oral and written communication skills and the ability to clearly articulate to project members and stakeholders; must be a team player who works well with technical and non-technical resources.
• Ability to work in a high-paced, highly dynamic environment.
• Ability to conduct research into systems issues and products as required.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and creative problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.
• Strong interpersonal, organizational, time management and problem-solving skills