Technical Support Engineer 2 (Remote/Shift TBD)

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. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

The Technical Support Engineer 2 is a member of the Support Operations team in the Managed Services department and reports to the Tier 2 Support Manager. This individual provides system management and monitoring to meet and exceed the SLA requirements of DataBank while maintaining industry best practices and procedures for operation in a multi data center environment. The Technical Support Engineer 2 addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution, and assists in the documentation and training of the Support team. The ideal candidate is a quick learner who can solve complex problems related to various technologies, communicate effectively, and thrive in a fast-paced, growing environment. This individual takes direction from senior management while proactively seeking opportunities to improve processes and implement efficiencies.

Responsibilities

• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud Director; perform maintenance activities within the VMware platform
• Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS, WINS, and DFS
• Troubleshoot network issues related to routing, firewalls, and load balancers
• Configuration and management of Microsoft Active Directory, including implementations and their interoperability with disparate directory structures and security methods in a business enterprise environment
• Troubleshoot issues related to web services, specifically IIS, Apache, NGINX, and ColdFusion
• Troubleshoot issues related to databases such as MySQL and MSSQL
• Provide technical assistance to DataBank’s customers for the support and management of Windows and Linux servers
• Provide proactive monitoring for all production systems in an enterprise environment, including performance, failed hardware, alert conditions, and other issues affecting business operations
• Assist in troubleshooting issues with Backup and Restore utilizing Veeam, Commvault, Zerto, and Avamar
• Perform and document decommissioning of physical and virtual servers and firewalls
• Help create and maintain team standards, policies, and procedures
• Identify and implement efficiencies to daily processes and procedures
• Participate in an on-call rotation and provide after-hours availability
• Occasional travel may be required

Qualifications

Education: Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience

Experience: 5+ years of experience required in the Information Technology field; 3+ years of experience working with Windows