Technical Support Engineer 2 (Remote/Shift TBD)

DataBank Holdings Ltd. is a premier provider of enterprise-class data center, cloud, and interconnection services, ensuring 100% uptime availability for critical data, applications, and infrastructure. Our managed data center services are delivered from world-class facilities, offering customized technology solutions designed to help clients manage risk, enhance technology performance, and focus on core business objectives. DataBank is headquartered in downtown Dallas, TX.

DataBank is an Equal Opportunity Employer. We are committed to a work culture that does not discriminate based on race, creed, color, religion, national origin, age, disability, sex, marital status, veteran status, gender, gender identity, sexual orientation, or any other characteristic protected by law.

The Technical Support Engineer 2 is a key member of the Support Operations team within the Managed Services department, reporting to the Tier 2 Support Manager. This role is responsible for providing expert system management and monitoring to meet and exceed DataBank's SLA requirements, adhering to industry best practices in a multi-data center environment. The Technical Support Engineer 2 will diagnose and resolve complex Windows, Linux, Cloud, Application, and Network issues, while also contributing to the documentation and training of the Support team.

The ideal candidate is a proactive and quick learner, adept at solving complex technical problems across various technologies. They possess strong communication skills and thrive in a fast-paced, growing environment. This individual will follow senior management direction while actively seeking opportunities to improve processes and implement operational efficiencies.

RESPONSIBILITIES

• Troubleshoot and resolve issues related to virtual platforms and virtual infrastructure, including vCenter and vCloud Director; perform maintenance within the VMware platform.
• Manage and operate Microsoft Windows-based server systems and associated technologies such as server clustering, DHCP, DNS, WINS, and DFS.
• Troubleshoot complex network issues related to routing, firewalls, and load balancers.
• Configure and manage Microsoft Active Directory, including implementations and interoperability with disparate directory structures and security methods in an enterprise environment.
• Troubleshoot issues concerning web services, specifically IIS, Apache, NGINX, and ColdFusion.
• Diagnose and resolve problems related to databases such as MySQL and MSSQL.
• Provide expert technical assistance to DataBank's customers for the support and management of Windows and Linux servers.
• Implement proactive monitoring for all production systems in an enterprise environment, covering performance, failed hardware, alert conditions, and other business-impacting issues.
• Assist in troubleshooting Backup and Restore issues utilizing Veeam, Commvault, Zerto, and Avamar.
• Perform and document the decommissioning of physical and virtual servers and firewalls.
• Contribute to the creation and maintenance of team standards, policies, and procedures.
• Identify and implement efficiencies in daily processes and procedures.
• Participate in an on-call rotation and provide after-hours availability.
• Occasional travel may be required.

QUALIFICATIONS

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.

Experience

• 5+ years of experience in the Information Technology field.
• 3+ years of experience working with Windows and/or Linux platforms; demonstrated ability to troubleshoot network connectivity issues at both application and Server OS levels.
• 3+ years of working knowledge of virtual infrastructure technologies, specifically VMware.
• 3+ years of experience with Microsoft SQL and Microsoft IIS services.

Technical Skills

• Experience managing and configuring Active Directory, including replication services, group policies, and folder redirection.
• Experience supporting Microsoft products such as SharePoint, Office 365, and SCCM.
• Proficiency with Routers, Switches, Firewalls, and Load Balancers, coupled with strong knowledge of TCP/IP network administration and troubleshooting.
• Scripting experience with Python, PHP, or PowerShell is required.
• Experience with MySQL, Apache, and ColdFusion.
• Fundamental knowledge of Backup and Patching.
• Fundamental knowledge of Monitoring.
• Experience with ScienceLogic or Zabbix is a plus.
• Experience with Ansible is a plus.

Professional Skills

• Excellent troubleshooting, problem-solving, and organizational skills.
• Superior customer service skills.
• Project management oriented 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.
• Ability to multitask and appropriately prioritize duties.
• A self-starter who can excel in a team environment within a growing and dynamic enterprise.

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.