Remote Support Analyst II - Data Center Operations

About The Opportunity

Netrix Global is looking for a Support Analyst II is responsible for monitoring customers and Netrix equipment. They must also monitor data center infrastructure located within the Wyomissing, PA data center to ensure that customer and Netrix data and equipment are secure, operational, and highly available. Performing initial assessments of alerts and escalating per customer procedures will be required. The Support Analyst II will also be responsible for completing requests from hosted customers for operational support activities in the Wyomissing, PA Netrix data center.

You will be responsible for opening support tickets for our hosted customers. In addition, you will be providing timely and accurate responses to all incoming requests, escalating to higher-tier engineering teams as needed, and providing information that can be used to resolve or eliminate recurring problems.

• Monitor and perform on-going maintenance on servers, network equipment and ensure the flow of data across the network.
• Provide IT support for customers and internal environments.
• Collaborate with software, network, hardware, and security teams for efficiency.
• Perform basic triage of incidents and notify customers as required in a timely manner.
• Working knowledge of AS400/iSeries for backups and daily procedures.
• Accept calls and research, resolve, and respond to incidents in accordance with current standards.
• Monitor and record incident tickets for all customer emails. Respond accordingly by performing requested tasks and/or escalating tickets to other groups as necessary.
• Assist customers with on-site work as needed and manage data retention policies as defined by customers, third party vendors or internal policies.
• Demonstrate basic working knowledge and troubleshooting abilities associated with all alarms, alerts, and notifications from monitoring systems.
  • Examples:
    Fire, Security, power, and HVAC
• Follow directions in accordance with data center system maintenance including PDU installation, power circuit auditing, lighting upkeep, and rudimentary CRAC unit management.
• Run hardware diagnostics, replace/upgrade internal system components, hard drives, and network cables.
• Perform physical server and network equipment racking and decommissions as defined in SOPs.
• Installation of cross-connects, patching, and labeling as per data center standards.
• Demonstrate basic knowledge of network systems, topology, and troubleshooting.
• Provide smart hands assistance for customers or remote technicians.
• Document internal and customer processes and deployments.
• Recommend improvements to documentation and processes for both internal and customers.
• Maintain data center inventory, spare equipment, and device RMAs.
• Daily Data Center Facilities Walkthroughs.
• Participate in escalation events, act as the local point of contact as needed, understand the escalation paths both locally and globally, be familiar with customer SLAs, provide escalation and communicate status in accordance with the primary POC and the SOP.
• Deliver exceptional customer service.
• Submit accurate, innovative resolutions to internal and customer knowledge base.
• Participate in team projects that enhance the quality or efficiency of the TOC.
• Job requires alternate work schedules which will include some holiday, weekend, and off-shift work.
• All Support Analysts are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and because of call-offs and PTO.
• On-call rotation for emergency site visit requests.
• Perform operational support tasks as requested by customers.
• Completion of the shift checklist & shift turnover reports.
• Other duties as assigned.

Minimum Qualifications

• Associate degree in Computer Science related major and higher.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively required.
• Proven ability to work effectively in a team environment required.
• Demonstrated flexibility, organization and self-motivation required.

Desired Qualifications

• Knowledge of A+, Network+, Security+, and Linux+ certifications, or working experience is highly recommended.
• Minimum 2 years of experience of ticketing systems i.e., Jira, Service Now required.
• Minimum 2 years of strong technical troubleshooting experience while providing quality service to customers.
• Experience with RMM and Network monitoring tools i.e., Logic Monitor, Connect Wise Command, N-Able, Kayesa, etc.
• VMWare, Active Directory, and Datto
• iSeries and iSeries monitoring
• Building and deploying servers
• Troubleshooting server operating systems and software
• Network topography and protocols.
• Data center cooling/HVAC systems and equipment
• Data center electrical systems, power deployment and usage, including backup systems.

Key Position Details:

• Working Shift: Mon-Friday 8 AM to 4:30 PM Eastern time shift
• Expected to work on-site at…