What You'll Do: Work with a team of like-minded professionals to monitor customer ticket queues and triage tickets that need immediate attention. We service customers as small as 10 users, up to multinational enterprises.Remain cognizant of customer service-level agreements, and strive to meet or exceed them on a regular basis.Become the owner of your tickets by digging in to solve the problem, or escalate to a higher technical tier when appropriate.Identifying and troubleshooting reoccurring platform issues and engaging with the senior engineering team for resolution as needed.
Advocate for each customer problem, keeping their business at the forefront of your troubleshooting process.
Participate in Incident Management by providing situational reports (sitreps) via ticket updates and/or customer-facing communications.Responsible for proactive and reactive Incident Response as a result of network, system or service anomalies.Provide top-notch technical support in areas of subject-matter expertise (storage, virtualization, Windows OS).Monitoring and working with various systems management tools.Identify and drive opportunities to automate repeatable infrastructure tasks, including creating and maintaining scripts and tools.Quickly assess an issue and form an understanding of the root cause in unfamiliar technical environments and technologies.Commit to professional growth and development by maintaining and/or obtaining new industry specific certifications.Participate in recurring after-hours on call rotations. What Skills & Experience You'll Need: A curious disposition.Strong documentation and reporting skills.Good communication skills (written and oral)Adaptability and flexibility. - Experience supporting and administering: Baremetal rackmount and blade servers; Dell and HP preferredSAN technologies, including storage arrays, storage switching (iSCSI and FC); Dell-EMC, HP, NetApp preferredAzure, AWS, or Google public cloud environments, including compute, storage, networking basics, and backupsVMware and/or Hyper-V private cloud technologiesWindows Server OS – Windows 2008 through Windows 2019, including ADDS, DNS, DHCP, DFS, file/print services, PowerShell basics Networking Basics (CompTIA Network+ equivalent).Industry Certifications from at least one of the following: Microsoft, VMware, EMC, NetApp, Dell, Network+.Experience with any of the following tools preferred: Kaseya VSA, Sophos UTMExperience with ConnectwisePreferred Certifications: Azure Administrator Associate, AWS Certified SysOps Administrator – AssociateExperience working in IT enterprises that use industry frameworks such as ITIL, COBIT, or MOF
