Quick Summary
DataBank Holdings Ltd. is a premier provider of enterprise-class data center, cloud, and interconnection services, guaranteeing customers 100% uptime availability for data, applications, and equipment. DataBank's managed data center services leverage world-class facilities, a multi-homed Internet access hub, and a multi-terabyte storage area network. We offer a redundant managed colocation environment, encompassing space, power, and network transport services, for companies seeking to outsource their entire computer room infrastructure.
DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.
The Technical Support Engineer 2 is a key member of the Tier 2 Technical Support team within the Managed Services department, reporting to the Manager of Support Operations. This role focuses on providing expert system management and monitoring to meet and exceed DataBank's SLA requirements, while maintaining industry best practices in a multi-data center environment. The Technical Support Engineer 2 will resolve complex issues across Windows, Linux, Cloud, Application, and Network domains. Additionally, this role assists in the documentation and training of the Support team.
The ideal candidate is a quick learner capable of solving complex technical problems across various technologies. Essential qualities include excellent communication skills and the ability to thrive in a fast-paced, growing environment. Candidates must be proficient in supporting and maintaining systems within an enterprise setting. This individual should be able to follow direction from senior management while proactively seeking opportunities to improve and stabilize the environment and implement efficiencies in daily processes.
Responsibilities
- Troubleshoot and resolve issues related to virtual platforms and virtual infrastructure, including vCenter and vCloud.
- Perform necessary maintenance activities within the VMware platform.
- Assist with configuration, maintenance, and troubleshooting of enterprise firewalls; Palo Alto Networks and Panorama experience is highly beneficial.
- Support the creation, review, and tuning of firewall security policies, NAT rules, VPN configurations, and threat-prevention settings.
- Manage and operate 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.
- Help create and maintain team standards, policies, and procedures.
- Configure and manage Microsoft Active Directory, including implementations and ensuring interoperability with disparate directory structures and security methods in a business enterprise environment.
- Troubleshoot issues related to web services, specifically IIS, Apache, and ColdFusion.
- Provide technical assistance to DataBank's customers for the support and management of Windows and Linux Servers.
- Assist with the deployment and maintenance of diverse client systems, including Windows and Linux systems.
- Provide proactive monitoring for all production systems in an enterprise environment, covering performance, failed hardware, alert conditions, and other issues affecting business operations.
- Assist the Director of Managed Services in ensuring all project-related work adheres to specified timelines and scope for successful outcomes.
- Identify and implement efficiencies in daily processes and procedures.
- Participation in an "on call" rotation and providing after-hours availability is required.
- May perform other duties and responsibilities that management deems necessary from time to time.
Qualifications
- 5+ years of experience required in the Information Technology field.
- 3+ years of experience working with Windows and/or Linux platforms; proven ability to troubleshoot network connectivity issues at both the application and Server OS level.
- 3+ years of working knowledge and experience with Virtual infrastructure technologies, specifically VMware.
- Experience managing and configuring Active Directory, including replication services, group policies, and folder redirection.
- Experience supporting Microsoft products, including SharePoint, Office365, and SCCM.
- Experience with Routers, Switches, Firewalls, and Load balancers, coupled with strong knowledge of TCP/IP network administration and troubleshooting.
- 3+ years of experience with Microsoft SQL and Microsoft IIS services.
- Scripting experience with Python, PHP, or PowerShell is required.
- Experience with MySQL, Apache, and Cold Fusion.
- Fundamental knowledge of Backup and Patching procedures.
- Excellent troubleshooting, problem-solving, and organizational skills.
- Superior customer service skills.
- Project management orientation with the ability to lead project planning through implementation.
- Strong written and verbal communication skills; comfortable preparing documentation of procedures and guidelines.
- Detail-oriented, with the ability to accurately record, organize, and communicate information.
- Ability to work flexible schedules when required.
- Ability to multitask and appropriately prioritize duties.
- A self-starter who excels in a team environment within a growing and dynamic enterprise. A nonpolitical team player who can build immediate credibility across all teams.
- Occasional travel may be required.
- Experience with Ansible is a plus.
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