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 multi-national 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 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 through creation and maintenance of scripts and tools.
- Quickly assess an issue and form and understanding of the root cause in unfamilaiur 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.
- Adaptability and flexibility .
- Experience supporting and administering:
- Baremetal rackmount and blade servers; Dell and HP preferred
- SAN technologies, including storage arrays, storage switching (iSCSI and FC); Dell-EMC, HP, NetApp preferred
- Azure, AWS, or Google public cloud environments, including compute, storage, networking basics, and backups
- VMware and/or Hyper-V private cloud technologies
- Windows 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 UTM
- Preferred Certifications: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate
- Experience working in IT enterprises that use industry frameworks such as ITIL, COBIT, or MOF
Dataprise Diversity Commitment:
At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.
