Technical Support Engineer 2 (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, ensuring 100% uptime availability for customer data, applications, and equipment. Our managed data center services utilize world-class facilities, a multi-homed Internet access hub, and a multi-terabyte storage area network. We offer redundant managed colocation environments, providing space, power, and network transport services for companies outsourcing their computer room infrastructure.

The Technical Support Engineer 2 joins the Tier 2 Technical Support team within Managed Services, reporting to the Manager of Support Operations. This role focuses on system management and monitoring to meet and exceed SLA requirements while maintaining industry best practices in a multi-data center environment. The Engineer 2 resolves complex Windows, Linux, Cloud, Application, and Network issues and contributes to team documentation and training.

We seek a quick learner capable of solving complex technical problems across various technologies. The ideal candidate possesses excellent communication skills, thrives in a fast-paced, growing enterprise environment, and can support and maintain enterprise systems. This individual should be able to follow senior management direction while proactively seeking opportunities to improve stability and implement process efficiencies.

Responsibilities

• Troubleshoot and resolve issues related to virtual platforms and VMware virtual infrastructure, including vCenter and vCloud.
• Perform essential maintenance activities within the VMware platform.
• Assist with configuration, maintenance, and troubleshooting of enterprise firewalls; Palo Alto Networks and Panorama experience is a strong plus.
• 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 (server clustering, DHCP, DNS, WINS, and DFS).
• Troubleshoot network issues concerning routing, firewalls, and Load Balancers.
• Help create and maintain team standards, policies, and procedures.
• Configure and manage Microsoft Active Directory, including implementations and interoperability with disparate directory structures and security methods in a business enterprise environment.
• Troubleshoot web services issues, specifically involving IIS, Apache, and ColdFusion.
• Provide technical assistance to DataBank 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 (performance, failed hardware, alert conditions, and business operation issues).
• Assist the Director of Managed Services in ensuring project work adheres to specified timelines and scope.
• Identify and implement efficiencies in daily processes and procedures.
• Participate in an "on call" rotation and provide after-hours availability.
• 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 application and Server OS levels.
• 3+ years of working knowledge of Virtual infrastructure technologies, specifically VMware.
• Experience managing and configuring Active Directory, including replication services, group policies, and folder redirection.
• Experience supporting Microsoft products such as SharePoint, Office365, and SCCM.
• Experience with Routers, Switches, Firewalls, and Load balancers, coupled with 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 record, organize, and communicate information effectively.
• Ability to work flexible schedules when required and multitask/prioritize duties appropriately.
• A self-starter who excels in a team environment of a growing and dynamic enterprise. A nonpolitical team player who can build immediate credibility with all teams.
• Occasional travel may be required.
• Experience with Ansible 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 Holiday

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.