Technical Support Engineer 2 (Remote)
DataBank · Dallas, TX
- On site
- Full-time
- $100,000 / year
- Dallas, TX
Job highlights
- Provide Tier 2 technical support for DataBank's services.
- Resolve Windows, Linux, cloud, and network issues.
- Manage and monitor virtual infrastructure and server systems.
- Assist in firewall, Active Directory, and web service support.
- Contribute to documentation and team training efforts.
About the role
About DataBank Holdings Ltd.
DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of customer data, applications, and equipment. DataBank’s managed data center services are built around its world-class facilities, multi-homed Internet access hub, and multi-terabyte storage area network. We provide a redundant managed colocation environment for companies wishing to outsource their entire computer room infrastructure. This environment consists of space, power, and network transport services.
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 2 is a member of the Tier 2 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This individual will provide system management and monitoring to meet and exceed the SLA requirements of DataBank as well as maintain industry best practices and procedures for operation in a multi data center environment. The Technical Support Engineer 2 will be part of the team that addresses Windows, Linux, Cloud, Application and Network issues and brings them to resolution. They also assist in the documentation and training of the Support team.
Ideal Candidate Profile
The ideal candidate for this position will be a quick learner who can solve complex problems related to various technologies. Additionally, this candidate will have excellent communication skills and work well in a fast-paced, growing environment. The candidate must be able to support and maintain systems in an enterprise environment. This individual will be someone who can take direction from senior management, but also seek opportunities to improve and stabilize the environment and implement efficiencies in daily processes.
Responsibilities
- Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud
- Perform maintenance activities within the VMware platform
- Assist with configuration, maintenance, and troubleshooting of enterprise firewalls, with Palo Alto Networks and Panorama experience being a strong plus
- Support creation, review, and tuning of firewall security policies, NAT rules, VPN configurations, and threat-prevention settings
- Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS and WINS and DFS
- Troubleshoot network issues related to routing, firewalls and Load Balancers
- Helping create and maintain team standards, policies and procedures
- Configuration and management of Microsoft Active Directory, including implementations and their interoperability with disparate directory structures and security methods in a business enterprise environment
- Troubleshooting 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 deployment and maintenance of diverse client systems including Windows and Linux systems
- Provide proactive monitoring for all production systems in an enterprise environment to include those related to performance, failed hardware, alert conditions and other issues that affect business operations in a production environment
- Assist the Director of Managed Services in ensuring all project related work is performed according to specified timelines and scope ensuring successful outcomes
- Identify and implement efficiencies to daily processes and procedures
- Responsibilities will include participation in an
Skills & topics
- Technical Support
- Tier 2 Support
- Windows Server
- Linux Server
- VMware
- vCenter
- vCloud
- Firewall
- Palo Alto Networks
- Active Directory
- Network Troubleshooting
- IIS
- Apache
- ColdFusion
- SQL
- Python
- PHP
- PowerShell
- Managed Services
- Data Center
- Cloud Services
- Colocation
How to get hired
- Tailor your resume: Highlight your 5+ years of IT experience, 3+ years in Windows/Linux, and VMware expertise. Quantify achievements with metrics.
- Showcase technical skills: Emphasize experience with Active Directory, firewalls (Palo Alto Networks a plus), networking, SQL, IIS, and scripting (Python, PHP, PowerShell).
- Demonstrate customer service: Provide examples of your superior customer service skills and ability to troubleshoot complex issues effectively.
- Highlight problem-solving: Showcase your ability to identify and implement process efficiencies and your project management orientation.
- Prepare for interviews: Be ready to discuss your experience with enterprise environments and your ability to work in a fast-paced, growing company.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key technologies involved in the Technical Support Engineer 2 role at DataBank?
- The Technical Support Engineer 2 role at DataBank involves working with a variety of technologies including Windows and Linux server systems, VMware virtual infrastructure (vCenter, vCloud), enterprise firewalls (Palo Alto Networks experience is a plus), Active Directory, Microsoft SQL, IIS, Apache, ColdFusion, and networking components like routers, switches, and load balancers. Scripting experience with Python, PHP, or PowerShell is also required.
- What level of experience is required for the Technical Support Engineer 2 position at DataBank?
- DataBank requires a minimum of 5 years of experience in the Information Technology field for this role. Specifically, you'll need 3+ years of experience working with Windows and/or Linux platforms, 3+ years of experience with virtual infrastructure technologies like VMware, and 3+ years of experience with Microsoft SQL and IIS services.
- Is this a remote position at DataBank?
- Yes, the job title indicates that this is a remote position, allowing you to work from your home location.
- What are the expected working hours and on-call responsibilities for a Technical Support Engineer 2 at DataBank?
- Responsibilities will include participation in an "on call" rotation and providing after-hours availability. While specific hours outside of the standard workday aren't detailed, flexibility and willingness to work adjusted schedules when required are mentioned.
- What benefits does DataBank offer to its employees?
- DataBank offers a comprehensive benefits package including Health, Vision, and Dental Insurance, Short-Term and Long-Term Disability Insurance, Life Insurance, a 401k with company match, and 3 weeks of Paid Time Off plus Paid Holidays.
- How important are communication and customer service skills for this role?
- Excellent communication and superior customer service skills are highly valued for this role. You will be providing technical assistance to DataBank's customers, so the ability to communicate technical information clearly and effectively, and to resolve issues with a customer-centric approach, is crucial.
- Does DataBank consider candidates with experience in specific firewall technologies?
- Yes, experience with enterprise firewalls is important, and experience with Palo Alto Networks and Panorama is considered a strong plus for this Technical Support Engineer 2 role. You will be involved in the configuration, maintenance, and troubleshooting of these devices.