Experience with VMware (from start to finish, building out, maintaining , troubleshooting)
Storage experience (how it works, how to configure and ability to attach to VMware)
Knowledge of Office 365 and Azure
knowledge of DNS, DHCP, Active Directory etc.
Knowledge of backup applications (Veeam, Barracuda, Commvault, etc.)
Must be adaptable to new environments, enthusiastic and hands on
Plusses:
Firewall experience
Worked in MSP
Networking experience - how it works/how to troubleshoot
MCSE
Network Certifications
VMware Certification
Day to day:
Our client is a Cybersecurity managed service company that outsources their services to their clients, which they currently have 4,000-5,000, and is searching for a Level 2 Infrastructure Engineer. This Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. They will have approximately 16 Level 1 engineers working beneath them and alongside a team of 4 Level 2 engineers. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relate to all position responsibilities. The candidate will be expected to do the following: Provide phone and email support to a wide range of clients and internal resources. Establish positive long-lasting relationships with our clients and internal staff. Learn and work with new technologies on a constant basis. Able to complete tasks in a group as well as individually. Responsible for entering all work as service tickets, time, and expenses in our Professional Service Automation (PSA) tool, ConnectWise. Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues. Provide incident management support and perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries. Responsible for resolving and supporting technical issues via-telephone and e-mail. Perform queue management to achieve SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members. Interface with customer's executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within the Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfactions. Responsible for reviewing and attending to daily customer checklist. Responsible for maintaining and verifying that all backup systems are running optimally for all internal and external clients. Responsible for maintaining and updating anti-virus for internal and external clients. Responsible for Microsoft Windows patching and third-party vendor patching as required. Responsible for maintaining and optimizing all critical and standards alerts generated by ConnectWise application.