L3 Infrastructure Engineer

Location

San Antonio, TX

Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go‑to person for solving difficult issues.

With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise. They can also control the infrastructure, cloud, network, and DC level operations. All the high‑end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation. These engineers use requirements and aim to replicate problems to detect the root cause.

They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service.

Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer‑facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents.

Plays a key role as the front‑line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user‑level remote support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.

• Troubleshooting & administration of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification.
• Ability to support IT Cabling, Infrastructure Planning, and Design (cable patching, switch configuration/deploy, port enable/disable, analyze network traffic).
• Experience with packet capturing (e.g., Wire Shark).
• Network maintenance, support and refresh.
• Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution.

• Experience installing and troubleshooting server room hardware components such as rack servers, fiber, switches, disk drives, memory, etc.
• Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution.

• Must have experience in administering Windows Server operating systems (e.g., Windows Server 2016) – monitoring, troubleshooting, parts swaps/repair.
• Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution.
• Experience supporting hardware for servers, data backup libraries and SAN/NAS.
• Server, storage and backup systems maintenance, support and refresh (rackmount, install and configure server hardware).
• Knowledge of Server 2012/2016 policy and security management.

• Examples of work include items such as MFG support (GALC, AER creation, PTCS, etc.), ANDON and PLC support knowledge.
• First level of support for business and plant floor applications, managing escalation of issues to SMEs.
• Excellent troubleshooting, problem solving & root cause analysis skills for outage & problem management.
• Exceptional customer service and ability to work well under pressure (plant down situation, outages, critical plant floor equipment require a 15‑minute turnaround time).
• On‑call 24x7 availability during non‑work hours and ability to work flexible hours and overtime.

• Ability to lift 50 lbs. and climb ladders and staircases to access IT equipment.
• Ready to travel to other Toyota sites/locations within the US for short‑term support.
• Strong team worker with professional demeanor and strong ethics.
• Good written and oral…