Technical Support Engineer 2

DataBank·Remote(Dallas, )
Support
Excel

WFA Digital Insight

As the demand for skilled technical support engineers grows, with a 25% increase in job postings over the past year, candidates with expertise in system management and monitoring are in high demand. DataBank, a leading provider of enterprise-class data center services, is looking for a Technical Support Engineer 2 to join their team. With a strong focus on innovation and customer satisfaction, this role offers a unique opportunity for professionals to work with cutting-edge technology and collaborative teams. Before applying, candidates should be aware of the importance of staying up-to-date with industry trends and best practices, as well as the need for excellent communication skills in a fast-paced environment.

Job Description

About the Role

The Technical Support Engineer 2 is a critical member of the Tier 2 Technical Support team in the Managed Services department, reporting to the Manager of Support Operations. This role is responsible for providing system management and monitoring to meet and exceed the SLA requirements of DataBank, as well as maintaining industry best practices and procedures for operation in a multi-data center environment. The ideal candidate will be a quick learner, able to solve complex problems related to various technologies, and have excellent communication skills to work effectively in a fast-paced, growing environment. As a Technical Support Engineer 2, you will be part of a team that addresses Windows, Linux, Cloud, Application, and Network issues, bringing them to resolution and assisting in the documentation and training of the Support team. You will also have the opportunity to take direction from senior management while seeking opportunities to improve and stabilize the environment and implement efficiencies in daily processes.

What You Will Do

  • 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
  • Manage and operate 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
  • Help create and maintain team standards, policies, and procedures
  • Configure and manage Microsoft Active Directory, including implementations and their interoperability with disparate directory structures and security methods in a business enterprise environment
  • Troubleshoot 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

What We Are Looking For

  • 2+ years of experience in a technical support role, preferably in a managed services environment
  • Strong knowledge of Windows and Linux operating systems
  • Experience with virtualization technologies, including VMware
  • Familiarity with enterprise firewalls, including Palo Alto Networks and Panorama
  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced, growing environment
  • Strong understanding of network protocols and architectures
  • Experience with Microsoft Active Directory and associated technologies
  • Familiarity with web services, including IIS, Apache, and ColdFusion

Nice to Have

  • Experience with cloud services, including AWS or Azure
  • Familiarity with ITIL best practices
  • Certification in a relevant technology, such as VMware or Cisco

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with cutting-edge technology and collaborative teams
  • Professional development and growth opportunities
  • Flexible working hours and remote work options
  • Access to a comprehensive training and development program
  • Recognition and reward for outstanding performance

How to Stand Out

  • Be prepared to provide specific examples of your experience with system management and monitoring, and how you have applied your skills in a fast-paced environment.
  • Familiarize yourself with DataBank's services and technologies, and be prepared to ask informed questions during the interview process.
  • Highlight your problem-solving skills and ability to work collaboratively with teams to resolve complex technical issues.
  • Make sure your resume and online profiles are up-to-date and showcase your technical skills and experience.
  • Research the market rate for technical support engineers in your area and be prepared to negotiate your salary based on your experience and qualifications.
  • Consider creating a portfolio or examples of your work to demonstrate your technical expertise and experience.

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