Support Engineer

  • Overview

    As a Support Engineer, you’ll be part of a team of highly skilled technical professionals whose primary responsibilities include the operations and engineering of mission critical infrastructure and services. You will provide technical expertise while collaborating with support staff, engineers, project managers and all levels of management to deliver service excellence and execute on strategic and tactical goals. The ideal candidate will be a self-starter, creative problem solver and committed team player. Candidate will have a passion for driving efficient and effective technical support operations, defining and solving problems, and exhibit a strong customer focused attitude.

  • Responsibilities

    • Provide operations and engineering support for critical infrastructure and services; including Network, Security, Storage, Virtualization and a variety of infrastructure applications. This includes hardware, operating systems and applications and will leverage industry standard monitoring tools and techniques to identify problems and resolve technology-related issues

    • Monitor and control the status, operability and performance of our network and store infrastructure utilizing standard tools including but not limited to ServiceNow, Solarwinds, LiveNX, New Relic, ESXi, HPSIM, OEM (Dell), Prism, vCenter products.

    • Partner with business and technical teams to maintain highly available, performant and cost-effective business systems and services

    • Serve as an escalation point for incidents, providing outstanding customer service through timely, high quality issue resolution and ownership

    • Write and contribute to support and engineering documentation

    • Communicate clearly and effectively with IT personnel, business customers, suppliers and partners

    • Participate in an on-call rotation as needed

  • We Require

    More about you

    • Ideal candidate will have large-scale infrastructure and security exposure

    • Experience working with wide area network technologies, voice communications, routers and switches, wireless LAN controllers, wireless access points, and general networking troubleshooting skills

    • Experience working with server hardware, virtualization, and operating systems

    • Experience working with network security systems

    • Passion for automating routine operational tasks and developing enhanced monitoring capabilities

    • Curiosity towards understanding legacy systems and practices with an eye towards increasing efficiencies and reducing costs/risks

    • Experienced in service management disciplines – primarily incident and problem management

    • Strong customer service focus coupled with a proven ability to positively interact with customers of all levels within the organization

    • Ability to meet deadlines in a fast-paced environment

    • Organized, responsive and thorough problem solver

    • Exhibit a strong work ethic, high energy and a positive outlook

    • Independent and entrepreneurial spirit with a passion for continuous improvement

    Qualifications:

    • BS in Computer Science/ Engineering or equivalent education and experience required

    • Experience providing engineering and operations support of mission critical services

    • Programming and/or scripting language experience (e.g. Python, Ruby, PowerShell, WMI, VBScript, ADSI, DOS shell, etc.)

    • Knowledge and understanding of security systems and principles, primary infrastructure services, with a broad comprehension of technical architecture

    • Effective troubleshooting skills and experience

    • Understanding of security protocols and standards

    • A demonstrated ability to analyze log information, packet captures, security alerts, and artifacts (Splunk experience preferred)

    • Effective written and oral communication, ability to communicate technical concepts in a clear and concise manner

    • Ability and hunger to learn new technologies and adopt new tools

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