Technical Support Engineer 1/Patching Coordinator

About the role

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. The Technical Support Engineer – Overnight / Patching Coordinator is a member of the Support Operations team in the Managed Services department and reports to the Overnight Support Manager.

Responsibilities

• Patch Management: Execute approved patch management cycles for Windows and Linux server environments during overnight maintenance windows
• Apply OS-level security patches, hotfixes, and cumulative updates using tools such as BigFix, Ansible, or equivalent patch management platforms
• Validate patch deployment success, review system health post-patching, and document outcomes for each patching cycle
• Coordinate with the day-shift team and change management process to ensure all patching activities are pre-approved and scheduled appropriately
• Identify and report patch failures or systems requiring remediation; escalate unresolved issues with full documentation to the next shift
• Maintain patching logs and contribute to monthly compliance reports for customer environments
• Overnight Monitoring & Incident Response: Serve as the primary point of contact for all overnight customer incidents submitted via the DataBank portal or by phone
• Monitor and respond to alarms for DataBank’s internal and customer systems, including proactive monitoring of all production systems for performance, failed hardware, alert conditions, and other issues affecting business operations
• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud; perform maintenance activities within the VMware platform
• Troubleshoot network issues related to routing, firewalls, and load balancers; escalate to Tier 2 teams as needed
• Fulfill overnight service requests for account creations and modifications including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP
• Adjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet customer requirements
• Scheduled Maintenance: Execute scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changes
• Perform and document decommissioning and provisioning activities for physical and virtual servers as scheduled
• Assist with backup verification and restore testing using tools such as Veeam, Commvault, or equivalent platforms; escalate failures immediately
• Perform DNS creation and modifications as part of scheduled change requests
• Coordinate and communicate maintenance activities with customers in advance, providing clear updates on status and completion
• Complete shift handoff documentation, summarizing all maintenance performed, incidents responded to, and any items requiring day-shift follow-up

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience
• Experience: 3+ years of experience required in the Information Technology field
• 2+ years of experience working with Windows and/or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level
• 2+ years of working knowledge of virtual infrastructure technologies, specifically VMware vSphere and vCenter Administration
• Hands-on experience with patch management tools such as BigFix, Ansible, or equivalent; familiarity with patch scheduling, compliance reporting, and rollback procedures
• Experience executing scheduled maintenance tasks and change management procedures in an enterprise environment

Technical Skills

• Experience with BigFix is a plus
• Experience managing and configuring Active Directory including users, groups, group policies, replication services, and folder redirection
• Experience with network monitoring tools (e.g., Zabbix, ScienceLogic, SolarWinds, Nagios)
• Experience with Routers, Switches, Firewalls, and Load Balancers with knowledge of TCP/IP network administration and troubleshooting
• Experience supporting Microsoft products including SharePoint, Office 365, and Ansible
• Fundamental Backup and Patching knowledge; familiarity with Veeam or Commvault is a plus
• Understanding of authentication mechanisms including multi-factor authentication (MFA) and the OSI model
• Scripting experience with Python, PHP, or PowerShell is a plus — particularly for automating patch or maintenance tasks
• Experience with Ansible is a plus

Professional Skills

• Excellent troubleshooting, problem-solving, and organizational skills; strong written communication skills for shift handoff documentation
• Ability to work independently with minimal supervision during overnight hours
• Reliable, punctual, and comfortable with a consistent overnight shift schedule
• Superior customer service skills; able to communicate clearly with customers during off-hours maintenance activities
• Analytical and detail-oriented; able to prioritize, execute, and meet deadlines
• A self-starter who excels in a structured, process-driven environment within a growing enterprise

Schedule

This is a full-time overnight position. Shift hours and specific days will be discussed during the interview process. The role requires consistent availability during overnight hours and may include weekend coverage as part of the team's rotation.

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 Holidays