Technical Support Engineer 2

About the position

DataBank Holdings Ltd. is a provider of enterprise-class data center, cloud, and interconnection services. The Technical Support Engineer 2 is a member of the Tier 2 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This individual will provide system management and monitoring to meet and exceed SLA requirements, maintain industry best practices and procedures for operation in a multi data center environment, and assist in the documentation and training of the Support team. The role supports Windows, Linux, Cloud, Application and Network issues and requires participation in an on-call rotation and after-hours availability.

Responsibilities

Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud; perform maintenance activities within the VMware platform; assist with configuration, maintenance, and troubleshooting of enterprise firewalls (Palo Alto Networks and Panorama experience a plus); support creation, review, and tuning of firewall security policies, NAT rules, VPN configurations, and threat-prevention settings; manage and operate Microsoft Windows-based server systems (clustering, DHCP, DNS, WINS, DFS); troubleshoot network issues related to routing, firewalls and load balancers; configure and manage Microsoft Active Directory and interoperability with disparate directory structures; troubleshoot web services including IIS, Apache and ColdFusion; provide technical assistance to customers for support and management of Windows and Linux servers; assist with deployment and maintenance of client systems; provide proactive monitoring for production systems (performance, failed hardware, alert conditions); assist the Director of Managed Services with project-related work to meet timelines and scope; identify and implement efficiencies to daily processes and procedures; participate in on-call rotation and provide after-hours availability.

Requirements

5+ years of experience in IT; 3+ years working with Windows and/or Linux platforms and troubleshooting network connectivity at application and server OS levels; 3+ years working with virtual infrastructure technologies, specifically VMware; experience managing and configuring Active Directory (replication, group policies, folder redirection); experience supporting Microsoft products (SharePoint, Office365, SCCM); experience with routers, switches, firewalls and load balancers and TCP/IP network administration; 3+ years experience with Microsoft SQL and Microsoft IIS services; scripting experience with Python, PHP or PowerShell required; experience with MySQL, Apache and ColdFusion; fundamental backup and patching knowledge; excellent troubleshooting, problem-solving, organizational, written and verbal skills; superior customer service skills; project management orientation; ability to work flexible schedules, multitask, prioritize, travel occasionally; ability to work in a team and take direction from senior management.

Nice-to-haves

Experience with Palo Alto Networks and Panorama; experience with Ansible; prior experience in multi-data-center environments and managed services; additional automation/scripting experience beyond required languages.