Technical Support Engineer III- Infrastructure

Position Summary:

The Technical Support Engineer III manages the technical design, planning, implementation, and performance tuning and recovery procedures for mission critical enterprise systems. They serve as a technical expert in the area of system administration for complex operating systems. The Engineer provides recommendations on operating systems and system applications. They investigate and analyze feasibility of system requirements and document system specifications. The Engineer identifies methods and solutions to drive efficiency. They perform problem management and identify root cause analysis. The Engineer provides support services on cloud and SaaS products and is the point of escalation for complex incidents and expediate service restoration. They maintain direct contact with vendors to expedite service restoration which may require working outside normal business hours.

Essential Responsibilities:

• Adhere to the use of ticketing system for all incidents, changes, and problems
• Escalate concerns to vendor (Level 4) support when required to ensure service level agreements are met
• Correlate incident trends to problem management and execute permanent fixes
• Resolve the majority of complex incidents/problems and provide documentation on the permanent fix
• Generate customer facing incident reports in a timely manner (within 3 business days of incident)
• Conduct technical meetings with partners to address any trends or outstanding systematic issues
• Advise on Partner system configuration setup, interoperability, and compatibility
• Analyze troubleshooting techniques and coach L2 support team on process improvements
• Architect and build partner infrastructure and SaaS systems
• Maintain industry knowledge and certifications

Ideal Skills, Experience, and Competencies:

• At least five (5) years of experience implementing complex virtualization solutions using VMware vSphere with clustered storage, high availability capabilities such as vMotion, fault tolerance, and SRM
• At least two (2) years of experience working on Lunix/Windows server operating systems
• Knowledge of Linux/Windows operating systems (Red Hat, Centos, Ubuntu, Windows 2008, Windows 2012, Windows 2016)
• Experience with KVM hypervisor, Microsoft Hyper-V, or other main-stream virtualization products
• Experience with TCP/IP networking, routing, switching, firewalls, (Cisco experience preferred)
• Experience managing resource utilization across KVM virtualization preferred
• Experience diagnosing problems with software products. Specific experience with Symantec cloud security, Microsoft Office 365, Azure, cloud backup systems, or similar technologies highly preferred
• Demonstrated experience using an ITIL based ticketing system
• Demonstrated track record of service level management
• Demonstrated Root Cause Correct Action analysis, report generation, and presentation to customers
• Technical awareness of network topology, protocols, and server connectivity
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to communicate professionally both written and verbal
• Customer service oriented with ability to also work well in a collaborative team environment

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience
• MCSA, MCSE or MCITP certifications (Windows 2008 or higher)
• VCP5 VMware certification
• ITIL certification

Compensation:

• Qualified candidates can expect a salary beginning at $78,000/yr or more depending on experience