Key skills
Windows administrationLinux administrationActive DirectoryVMware vSphereNetwork monitoring toolsMulti-Factor authenticationAnalytical skillsProblem-solving skillsCommunication skillsOrganizational skillsCommunication
About this role
DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services. The Technical Support Engineer I will serve as the first point of contact for customer support, monitoring and maintaining server and network infrastructure, and facilitating timely resolution of alarms and incident tickets.
Responsibilities:
- Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone
- Will serve as first point of contact for all customer calls and portal submitted issues
- Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone
- Monitor and respond to alarms for DataBanks internal & customer systems
- Fulfill service requests for account creations and modifications to include 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 the customers requirements
- Perform DNS creation and modifications
- Perform ticket escalations to the various IT teams within DataBank
- Technical support to replicate and troubleshoot Windows and Linux server-side issues
- Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources
- Coordinate and schedule tasks and customer maintenance activities
- Other duties as assigned
Requirements:
- 2+ years working in the Information technology field
- 1-2 years of Windows and/or Linux network administration
- 1-2 years of customer support experience
- Experience working with Active Directory groups, users and policies
- Working knowledge of VMware vSphere and vCenter Administration is required
- Experience with network monitoring tools (ex: HP Zabbix, Science Logic, SolarWinds, Nagios)
- Understanding of authentication mechanisms to include multi-Factor authentication (MFA)
- Fundamental understanding of the OSI model
- Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
- Excellent communication skills and the ability and willingness to learn new technologies and skills
- Analytical and detail oriented, able to prioritize, execute and meet deadlines
- Ability to accomplish tasks with minimal supervision