Support Analyst II

About the role

Netrix Global is seeking a Support Analyst II to monitor customers and Netrix equipment, as well as data center infrastructure in the Wyomissing, PA data center.

Responsibilities

• Monitor and perform ongoing maintenance on servers, network equipment, and ensure data flow across the network.
• Provide IT support for customers and internal environments.
• Collaborate with software, network, hardware, and security teams for efficiency.
• Perform basic triage of incidents and notify customers as required in a timely manner.
• Follow directions in accordance with data center system maintenance including PDU installation, power circuit auditing, lighting upkeep, and rudimentary CRAC unit management.
• Run hardware diagnostics, replace/upgrade internal system components, hard drives, and network cables.
• Perform physical server and network equipment racking and decommissioning as defined in SOPs.
• Install cross-connects, patching, and labeling as per data center standards.
• Document internal and customer processes and deployments.
• Participate in escalation events, act as the local point of contact as needed, understand the escalation paths both locally and globally, be familiar with customer SLAs, provide escalation and communicate status in accordance with the primary POC and the SOP.
• Deliver exceptional customer service.
• Submit accurate, innovative resolutions to internal and customer knowledge base.
• Participate in team projects that enhance the quality or efficiency of the TOC.

Requirements

• Associate degree in Computer Science related major and higher.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively.
• Proven ability to work effectively in a team environment.
• Demonstrated flexibility, organization, and self-motivation.

Qualifications

• Minimum 2 years of experience of ticketing systems i.e., Jira, Service Now.
• Minimum 2 years of strong technical troubleshooting experience while providing quality service to customers.
• Experience with RMM and Network monitoring tools i.e., LogicMonitor, ConnectWise Command, N-Able, Kayesa, etc.
• VMWare, Active Directory, and Datto.
• iSeries and iSeries monitoring.
• Building and deploying servers.
• Troubleshooting server operating systems and software.
• Network topography and protocols.
• Data center cooling/HVAC systems and equipment.
• Data center electrical systems, power deployment and usage, including backup systems.

Benefits

Netrix Global offers a competitive compensation package, comprehensive group benefits, flexibility, and time off when needed, along with a casual work environment. The role can be remote/home office, with some travel required.

Pay

Competitive compensation package.

Schedule

Working Shift: Mon-Fri 8 AM to 4:30 PM Eastern time shift.

Key Position Details

• Expected to work on-site at Wyomissing, PA Data Center.

Company Information

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All! Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution. We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.