Job Description

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Support Engineer 2 is a member of the Support Operations team in the Managed Services department and reports to the Tier 2 Support Manager. This individual provides system management and monitoring to meet and exceed the SLA requirements of DataBank while maintaining industry best practices and procedures for operation in a multi data center environment. The Technical Support Engineer 2 addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution, and assists in the documentation and training of the Support team.

The ideal candidate is a quick learner who can solve complex problems related to various technologies, communicate effectively, and thrive in a fast-paced, growing environment. This individual takes direction from senior management while proactively seeking opportunities to improve processes and implement efficiencies.

RESPONSIBILITIES:

• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud Director; perform maintenance activities within the VMware platform
• Management and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS, WINS, and DFS
• Troubleshoot network issues related to routing, firewalls, and load balancers
• Configuration and management of 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, NGINX, and ColdFusion
• Troubleshoot issues related to databases such as MySQL and MSSQL
• Provide technical assistance to DataBank’s customers for the support and management of Windows and Linux servers
• Provide proactive monitoring for all production systems in an enterprise environment, including performance, failed hardware, alert conditions, and other issues affecting business operations
• Assist in troubleshooting issues with Backup and Restore utilizing Veeam, Commvault, Zerto, and Avamar
• Perform and document decommissioning of physical and virtual servers and firewalls
• Help create and maintain team standards, policies, and procedures
• Identify and implement efficiencies to daily processes and procedures
• Participate in an on-call rotation and provide after-hours availability
• Occasional travel may be required

QUALIFICATIONS:

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience

Experience

• 5+ years of experience required in the Information Technology field
• 3+ years of experience working with Windows and/or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level
• 3+ years of working knowledge of virtual infrastructure technologies, specifically VMware
• 3+ years of experience with Microsoft SQL and Microsoft IIS services

Technical Skills

• Experience managing and configuring Active Directory including replication services, group policies, and folder redirection
• Experience supporting Microsoft products including SharePoint, Office 365, and SCCM
• Experience with Routers, Switches, Firewalls, and Load Balancers with knowledge of TCP/IP network administration and troubleshooting
• Scripting experience with Python, PHP, or PowerShell is required
• Experience with MySQL, Apache, and ColdFusion
• Fundamental Backup and Patching knowledge
• Fundamental Monitoring knowledge
• Experience with ScienceLogic or Zabbix is a plus
• Experience with Ansible is a plus

Professional Skills

• Excellent troubleshooting, problem-solving, and organizational skills
• Superior customer service skills
• Project management oriented with ability to lead project planning through implementation
• Strong written and verbal communication skills; comfortable preparing documentation of procedures and guidelines
• Detail-oriented with the ability to record, organize, and communicate
• Ability to work flexible schedules when required
• Ability to multitask and appropriately prioritize duties
• A self-starter who can excel in a team environment within a growing and dynamic enterprise

BENEFITS:

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• 3 weeks’ Paid Time Off and Paid Holidays