Technical Support Engineer 1 (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services. The Technical Support Engineer I will provide first point of contact support for monitoring and maintaining server and network infrastructure, ensuring timely resolution of alarms and incident tickets through troubleshooting methodologies.

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 DataBank’s 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