Technical Support Engineer

About DataBank

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. 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.

Job Summary

The Technical Support Engineer I is a member of the Tier 1 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This position will provide first point of contact support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company and our customers. The role of a Technical Support Engineer is to monitor and react to custom alarms, customer portal tickets and inbound calls to the call center. As the Technical Support Engineer, I will facilitate timely resolution of alarms and incident tickets through basic and advanced troubleshooting methodologies and through standard operating procedures and using a wide array of technologies. The goal of the Technical Support Engineer I is to respond to alarms and deliver a Return to Service (RTS), as well as provide value-added support by reviewing and monitoring alarms and tickets for Change and Problem Management activities. The ideal candidate will be self-motivated, have a customer focused personality, a strong inner drive for continuous improvement, a sense of urgency, and a willingness to learn about new technologies. Communication and ownership of problems is integral to the Support team. The Technical Support Engineer I role works closely with the Technical Support Engineers on the Tier 2 and the Tier 3 teams. The support team is central to the on-boarding of exciting new platforms and technologies. We are looking for a creative and versatile individual that is passionate about providing World Class Customer Support.

Responsibilities

• Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone. Will serve as first point of contact for all customer calls and portal submitted issues.
• Monitor and respond to alarms for DataBank’s internal & customer systems.
• Fulfill service requests for account creations and modifications to include Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP.
• Adjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet the customers’ requirements.
• Perform DNS creation and modifications.
• Perform ticket escalations to the various IT teams within DataBank.
• Technical support to replicate and troubleshoot Windows and Linux server-side issues.
• Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources.
• Coordinate and schedule tasks and customer maintenance activities.
• Other duties as assigned.

Qualifications

• 2+ years working in the Information technology field.
• 1-2 years of Windows and/or Linux network administration.
• 1-2 years of customer support experience.
• Experience working with Active Directory groups, users and policies.
• Working knowledge of VMware vSphere and vCenter Administration is required.
• Experience with network monitoring tools (ex: HP Zabbix, Science Logic, SolarWinds, Nagios).
• Understanding of authentication mechanisms to include multi-Factor authentication (MFA).
• Fundamental understanding of the OSI model.
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities.
• Excellent communication skills and the ability and willingness to learn new technologies and skills.
• Analytical and detail oriented, able to prioritize, execute and meet deadlines.
• Ability to accomplish tasks with minimal supervision.

Benefits

• Health, Dental, Vision packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k matched by company
• Paid Time Off and Holidays

Key skills/competency

• Technical Support
• Customer Service
• Windows Server Administration
• Linux Server Administration
• Network Infrastructure
• IT Support
• Troubleshooting
• VMware vSphere
• Active Directory
• Network Monitoring Tools