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. 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 essential space, power, and network transport services for outsourced computer room infrastructure.

The Technical Support Engineer 2 joins the Tier 2 Technical Support team within the Managed Services department. Reporting to the Manager of Support Operations, this role is crucial for system management and monitoring, ensuring compliance with DataBank's strict SLA requirements and maintaining industry best practices across a multi-data center environment. The Engineer 2 addresses and resolves complex Windows, Linux, Cloud, Application, and Network issues, while also contributing to team documentation and training efforts.

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

Responsibilities

• Troubleshoot and resolve issues related to virtual platforms and virtual infrastructure, including vCenter and vCloud.
• Perform essential maintenance activities within the VMware platform.
• Assist with configuration, maintenance, and troubleshooting of enterprise firewalls; experience with Palo Alto Networks and Panorama is a strong advantage.
• 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 complex 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 an enterprise environment.
• Troubleshoot web services issues, specifically involving IIS, Apache, and ColdFusion.
• Provide expert 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 platforms.
• Provide proactive monitoring for all production systems in an enterprise environment, covering performance, failed hardware, alert conditions, and other business-affecting issues.
• Assist the Director of Managed Services in ensuring all project work adheres to specified timelines and scope for successful outcomes.
• Identify and implement efficiencies in daily processes and procedures.
• Participate in an "on call" rotation and provide required after-hours availability.
• May perform other duties and responsibilities as assigned by management.

Qualifications

• Minimum 5+ years of experience required in the Information Technology field.
• 3+ years of experience working with Windows and/or Linux platforms, including the ability to troubleshoot network connectivity issues at both the application and Server OS level.
• 3+ years of working knowledge of Virtual infrastructure technologies, specifically VMware.
• Proven 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 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 and multitask, prioritizing duties appropriately.
• A self-starter who excels in a team environment within a growing and dynamic enterprise.
• 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

DataBank is proud to be an Equal Opportunity Employer. We are committed to non-discrimination based on actual or perceived race, creed, color, religion, national origin, age, disability, sex, marital status, veteran status, gender identity, sexual orientation, or any other characteristic protected by applicable law.