Remote Tier 2 Technical Support Engineer | Cloud & Data Center Operations​/ago

Technical Support Engineer 2, Managed Services (Remote)

Data Bank Holdings Ltd. is a premier provider of enterprise-class data center, cloud, and interconnection services, guaranteeing 100% uptime availability for customer data, applications, and equipment. We offer redundant managed colocation environments, including space, power, and network transport services, built around world-class facilities, a multi-homed Internet access hub, and a multi-terabyte storage area network.

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 focuses on providing system management and monitoring to meet and exceed Data Bank's SLA requirements, maintaining industry best practices in a multi-data center environment. The engineer will resolve complex Windows, Linux, Cloud, Application, and Network issues, and contribute to team documentation and training.

The ideal candidate is a quick learner capable of solving complex technology problems, possessing excellent communication skills, and thriving in a fast-paced, growing enterprise environment. This individual must be able to support and systems, take direction from senior management, and proactively seek opportunities to improve and stabilize the environment by implementing process efficiencies.

• Troubleshoot and resolve issues 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;
  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, including server clustering, DHCP, DNS, WINS, and DFS.
• Troubleshoot 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 interoperability with disparate directory structures and security methods in a business enterprise environment.
• Troubleshoot issues related to web services, specifically IIS, Apache, and Cold Fusion.
• Provide technical assistance to Data Bank’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, covering performance, failed hardware, alert conditions, and other issues affecting business operations.
• Assist the Director of Managed Services in ensuring all project-related work is performed according 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 after-hours availability.
• May perform other duties and responsibilities that management deems necessary from time to time.

• 5+ years of experience required in the Information Technology field.
• 3+ years of experience working with Windows and/or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level.
• 3+ years of experience and 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 including SharePoint, Office
  365, and SCCM.
• Experience with Routers, Switches, Firewalls, and Load balancers 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 Power Shell is required.
• Experience with MySQL, Apache, and Cold Fusion.
• Fundamental Backup and Patching knowledge.
• Excellent troubleshooting, problem-solving, and organizational skills.
• Superior customer service skills.
• Project management oriented with ability to lead project planning through implementation.
• Strong written and verbal skills; comfortable preparing documentation of procedures and guidelines.
• Detail orientation, and the ability to record, organize, and communicate information.
• Ability to work flexible schedules when required.
• Ability to multitask and appropriately prioritize duties.
• A self-starter who can excel 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.

• 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…