Technical Support Engineer (Remote​/Overnight

Technical Support Engineer (Overnight)

Data Bank 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. Data Bank'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.

Data Bank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

Data Bank is proud to be an Equal Opportunity Employer. Our work culture at Data Bank 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.

The Technical Support Engineer (Overnight) is a member of the Support Operations team in the Managed Services department and reports to the Overnight Support Manager. This individual serves as the primary point of contact during overnight hours, providing system management, monitoring, patch management, and scheduled maintenance to meet and exceed the SLA requirements of Data Bank while maintaining industry best practices in a multi data center environment.

The Overnight Technical Support Engineer 1 addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution, while executing planned maintenance windows and patching activities with minimal disruption to customer environments.

The ideal candidate is highly self-motivated, detail-oriented, and comfortable working independently during overnight shifts. They thrive in a structured environment, follow established management procedures, and communicate clearly with both customers and day-shift teams during handoffs.

Overnight Monitoring & Incident Response

• Serve as the primary point of contact for all overnight customer incidents submitted via the Data Bank portal or by phone
• Monitor and respond to alarms for Data Bank's internal and customer systems, including proactive monitoring of all production systems for performance, failed hardware, alert conditions, and other issues affecting business operations
• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud; perform maintenance activities within the VMware platform
• Troubleshoot network issues related to routing, firewalls, and load balancers; escalate to Tier 2 teams as needed
• Fulfill overnight service requests for account creations and modifications including 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 customer requirements

Patch Management

• Execute approved patch management cycles for Windows and Linux server environments during overnight maintenance windows
• Apply OS-level security patches, hotfixes, and cumulative updates using tools such as WSUS, SCCM, or equivalent patch management platforms
• Validate patch deployment success, review system health post-patching, and document outcomes for each patching cycle
• Coordinate with the day-shift team and change management process to ensure all patching activities are pre-approved and scheduled appropriately
• Identify and report patch failures or systems requiring remediation; escalate unresolved issues with full documentation to the next shift
• Maintain patching logs and contribute to monthly compliance reports for customer environments

Scheduled Maintenance

• Execute scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changes
• Perform and document decommissioning and provisioning activities for physical and virtual servers as scheduled
• Assist with backup verification and restore testing using tools such as Veeam, Commvault, or equivalent platforms; escalate failures immediately
• Perform DNS creation and modifications as part of scheduled change requests
• Coordinate and communicate maintenance activities with customers in advance, providing clear updates on status and completion
• Complete shift handoff documentation, summarizing all maintenance performed, incidents responded to, and any items requiring day-shift follow-up

General Responsibilities

• Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS, WINS, and DFS
• Configuration and management of Microsoft Active Directory, including implementations and interoperability with disparate directory structures and security methods
• Provide technical assistance to Data Bank's customers for the support and…