Description
This position will be part of a data center support team providing a range of services on a multi-year federal contract. Areas of responsibility will include lifecycle and incident management of data center infrastructure and various hardware and software platforms and tools. The team will deliver according to Service Level Agreements and ensure customer satisfaction.
Responsibilities:
- Maintain data center network and internal system network gear on a large Federal Government contract.
- Assist in system installations and troubleshooting following government and company directed standards.
- Monitor systems and IT infrastructure with provided tools and respond appropriately based on severity and impact of an incident.
- Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
- Resolve technical and some business incidents independently but recognize when escalation is required.
- Mentor/assist less-experienced team members on complex incidents.
- Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
- Review support plan for business indicators and map to company service solutions.
- Act as trusted advisor in the consultant role for customer and company sales teams.
- Provide suggestions for operational efficiencies and work across team to share best practices.
Requirements:
- Strong collaboration skills; works well on a team
- Excellent listening, communication, and troubleshooting skills
- Flexible, proactive, ability to work with minimal direction in an open and fast-paced environment
- Experience with configuration management tools
- Proven hands-on network engineering experience
- Hands-on experience with monitoring, network diagnostic and network analytic tools at Tier 2/3 support level. Proven track record of troubleshooting to resolve issues
- Proven ability to perform network maintenance and system upgrades including service packs, patches, and security configurations
- Experience monitoring network performance and ensure system availability and reliability
- Demonstrated ability to monitor system resource utilization, trending, and capacity planning
Desired:
- Linux systems knowledge preferred with troubleshooting experience
- Strong knowledge of Information Technology Service Management, ITIL preferably
- Experience working in customer environment
- Ability to conduct on-the-job training
- ServiceNow experience
- CCNA certification
Education:
- Bachelors Degree (or equivalent) in Computer Science, Information Systems, Engineering or related technical discipline or equivalent industry experience
- Security+ certification
Benefits:
- Health & Wellbeing: comprehensive suite of benefits that supports physical, financial and emotional wellbeing
- Personal & Professional Development: programs catered to helping you reach any career goals you have
- Unconditional Inclusion: celebrating individual uniqueness, valuing varied backgrounds, and succeeding together