Service Desk Technician II

The Service Desk Technician Level 2 will have extensive experience working within a Network Operations Center environment focusing on the Windows/Linux environment and VMware Virtual Infrastructure in Private Hybrid and/or Public Cloud. Duties will include support, installation, integration, configuration, service ticket creation, client interaction, and day-to-day operations of customer IaaS, DRaaS, Backup-aaS, and Monitoring-aaS environments.

A. Required Skills

Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.

2-4 years' experience working in a NOC/Network Administrator or equivalent knowledge position.

Strong skills and working knowledge of Windows Server Operating Systems (2008 R2/2012/2016), Active Directory, Group Policy, TCP/IP, DHCP, DNS.

Strong skills and working knowledge of VMware Virtual Infrastructure: vCenter, ESXi, vCOPs, vSAN, vCM, vSphere replication, SRM, vCloud suite.

Knowledge of various security methodologies and processes, and technical security solutions.

Strong analytical and problem-solving skills.

Server hardware knowledge, Cisco UCS experience a plus.

Various storage technologies: (DAS, SAN, NAS), Netapp experience a plus.

Enterprise backup solutions: Asigra, CommVault, and equivalent.

Replication Solutions: Zerto, Doubletake, and equivalent.

Monitoring Solutions: Opensource monitoring (Nagios/Icinga) and commercial RMM solutions.

Ability to multi-task, prioritize, and manage time effectively.

Strong attention and accuracy to detail is important.

Excellent interpersonal skills and professional demeanor.

Excellent customer service, verbal, and written communication skills. B. Other Requirements

Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements

Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:

Acts in accordance with established guidelines and follows processes and procedures

Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement

Assists others when needed or necessary to achieve

Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements

Juggles multiple tasks and activities simultaneously

Documentation Skills

Handles and manages technical stress

Undertakes activities on their own; communicates status appropriately

Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and technologies

Sees the bigger picture and articulates multiple solutions to technical problems

Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds

Scripting languages (powershell, command shell, batch) C. Job Responsibilities:

Serve in a dedicated help desk support role for a specific customer account

Shift hours are either:

Shift A - 7am EST to 3pm EST

Shift B - 11am EST to 7pm EST

Receives, prioritizes, responds to and resolves or escalates support requests

Manages support requests and ticket queues within the Service Desk ticketing system

Expertly manages end-user expectations throughout the support process

Fully documents resolutions in the Service Desk Knowledgebase

Provides end-user training as needed and encourages the use of self-help resources

Provisions network and system access based on organizational and functional roles, IT department policy and established security practices

Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards

Participates in an on-call after-hours rotation

Provides on-site support leading up to and during new office go-lives

Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items

Assists with VMware implementation designs and administration support

Responsible for day-to-day monitoring of alerts, servers, and backup platforms

Review log reports and alerts

Monitor the completion of server backups and DR testing

Assist with configuration and implementation of customer projects.

Provide second level support to clients