Responsibilities:
• Resolve the majority of complex configuration problems by troubleshooting and simulation.
• Deep technical problem isolation and resolution capability
• Strict adherence to the use of the ticketing system for ALL incidents, changes and problems.
• Escalation to Vendor (Level 4) support when required to ensure Service Level Agreements are met.
• Ability to correlate incident trends into problem management and execute permanent fixes.
• Timely generation of customer facing incident reports (within 3 business days of incident)
• Execute monthly patch management research, reports and implementation on system infrastructure.
• Facilitate generation of monthly operational reports for presentation to customers.
• Conduct regular live client support visits to maintain technical relationship, review operational reports, assess general IT infrastructure health, take deeper dives into outstanding technical issues, conduct trend analysis on top 5 failure modes and diagnose to full root cause corrective action.
• Conduct regular technical meetings with clients to address any trends or outstanding systemic issues
• Provide lab simulation and interoperability and compatibility testing for new builds
• Define an action plan for troubleshooting / resolution
• Analyze troubleshooting techniques output, diagnose problems remotely
• Test in lab before deployment of possible fix
• Must maintain the highest level of industry certification and knowledge.
• Ability to architect, build, maintain, and enhance our current managed service offerings and infrastructure.
• Act as a sales overlay by providing input and support to sales for opportunities (RFP responses, prospect meetings, information gathering sessions)
Skills
Ideal candidates will have:
•9+ years of service provider technical support of enterprise Windows environments with domains, multiple sites and centralized services
• 5+ years of experience implementing complex virtualization solutions using VMware vSphere with clustered storage, with high availability capabilities such as vMotion, fault tolerance and SRM
• MCSA, MCSE or MCITP certifications (Windows 2008 or higher)
• VCP5 VMware certification
• Demonstrated experience using an ITIL based ticketing systems.
• Demonstrated track record of service level management.
• Demonstrated Root Cause Correct Action analysis, report generation, and presentation to customers.
• Demonstrated project timeline management skills.
• Demonstrated ability to drive continuous improvement through innovation and change.
• Demonstrated customer facing support experience.
• Must have strong communication skills and the ability to articulate task management, priorities, and issues.
• Technologies: Windows & Linux Server, Active Directory design and management, Group Policy customization, VMware vCenter 6.X with SRM/VR, HP, IBM, Dell EMC, SAN, HP DL servers, Tape Library and Backup Technologies, SCCM, WSUS & Big Fix patch management, Vulnerability management an hardening skills.
• ITIL Certified
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