Key skills
VMware
About this role
Role Overview
- Act as a Tier 2 escalation point for complex desktop, application, network, and hardware issues that cannot be resolved at the initial support level.
- Provide advanced troubleshooting and root-cause analysis to minimize repeat incidents and improve system reliability.
- Continuously expand expertise in systems and network administration to enhance performance, stability, and security.
- Support and maintain virtualization environments using technologies such as Hyper-V, VMware, and Veeam, assisting with optimization and issue resolution.
- Collaborate closely with Systems Administrators on projects, upgrades, and preventative maintenance activities.
- Deliver responsive end-user support through a ticketing system, phone, and in-person requests, ensuring minimal disruption to manufacturing and office operations.
- Create, update, and improve technical documentation, standard operating procedures, and knowledge base articles to support consistent service delivery.
- Assist with deployment, configuration, and lifecycle management of IT assets across enterprise environments.
- Support backup, disaster recovery, and business continuity processes, escalating risks or failures as appropriate.
- Provide after-hours support as part of an on-call rotation, ensuring timely resolution and appropriate escalation of critical issues.
Requirements
- 3+ years of hands-on IT support experience, including serving as a secondary escalation point for technical issues.
- Demonstrated experience supporting both local and remote users in manufacturing (including outdoor environments) and office settings.
- Strong working knowledge of desktop operating systems, enterprise applications, and networking fundamentals (routers, switches, troubleshooting).
- Proven ability to diagnose and resolve more complex technical problems independently while knowing when to escalate further.
- Ability to multitask effectively in a fast-paced, high-availability operational environment.
- Willingness to travel between Texas locations (primarily Kermit and Monahans) and participate in an on-call rotation.
Tech Stack
- VMware
Benefits
- 100% employer-covered Medical, Dental, and Vision benefits.
- 401(k) with company match and immediate vesting.
- Paid time off and 10+ company-paid holidays.