Technical Support Shift Lead

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 Shift Lead is a member of the Managed Services team and reports to the Tier 1 or 2 Support Manager.

Responsibilities

• Management of work distribution for all tickets and alarms occurring within their designated shift
• Ensure team maintains customer and departmental OLA and SLAs
• Ensure prompt support is provided for all incidents that are raised by customers via the DataBank portal or by phone
• Focused on First Time To Respond (FTTR), Time To Respond (TTR) and Mean Time To Resolve (MTTR)
• Follow established escalation procedures for escalating to internal departments
• Ensure proper escalation occurs between the various support tiers
• Monitor and respond to systems and application-level monitoring for Databank’s internal & customer systems
• Provide technical support to replicate and troubleshoot Windows and Linux server-side issues
• Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources
• Perform system level, file level, and database restores as requested by customers
• Perform security patches for customer’s Windows and Linux servers
• Support and manage web-based technologies to include IIS, Apache, NGINX, DNS, CloudFlare
• Configuration of ACL, NAT, and VPN on Cisco/Juniper firewalls
• Configuration of Virtual IP’s, Pools, and iRules on F5 load balancers
• General MS SQL, and MySQL Database Administration and support to include the creation of users and databases
• Distinguish between client-side/server-side issues to perform general application troubleshooting
• Serve as a technical mentor to other team members on assigned shift
• Approve Timecards and Paid Time Off requests for team members on their assigned shifts
• Maintain the Shift Schedule to reflect existing schedules, and schedule time off ensuring proper coverage is maintained
• Collaborate with Tier Manager on personnel issues and areas for training and development for members of the shift
• Serve as a member of the Support Management On-Call Rotation

Qualifications

• 5+ years of experience technical support staff (managing 5+ employee)
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
• 5+ years of experience required in the Information Technology field
• 2+ years of experience supporting Web Services such as; Apache, IIS or NGINIX
• 5 years of Windows and/or Linux network administration
• 5 years of network administration to include WAN, LAN, DNS and DHCP
• Strong working knowledge of TCP/IP, DNS and DHCP
• Working knowledge of Database technologies, specifically MSSQL and MySQL
• Working knowledge of Backup/Business Continuity Software administration, such as: CommVault, VEAM, Zerto or Actifio
• Working knowledge of VMware vSphere and vCenter Administration is required
• Experience with load-balancing and traffic management technologies is required
• Experience with network monitoring tools (ex: Zabbix, Science Logic, SolarWinds, Nagios)
• Experience with ColdFusion is a plus
• Superior customer service skills for interacting with users
• Analytical and detail oriented, able to prioritize, execute and meet deadlines
• Occasional travel may be required
• Ability to work flexible schedules when required
• A self-starter who can excel in a team environment of a growing and dynamic enterprise
• Excellent written and verbal communication skills
• Possess the ability and willingness to learn new technologies and skills

Preferred Certification

• Network+
• CCNA
• A+
• Security+
• Microsoft Certifications
• Linux Certifications
• VMware

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Paid Holidays