Level 2 Operations Center Systems Support Engineer

Operations Center Systems Support- Tier 2 for MSP

Location: Sterling, VA- On-Site Mandatory

Experience: 5+ Years of Experience

Salary: 65K-85K Plus Benefits

Description:

Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Systems Engineering Team is responsible for the server, SAN, and database infrastructure, which supports customer applications in a 24x7x365 data center environment. The team focuses on performance tuning, automation, security, design, implementation, and break/fix resolution of enterprise class solutions. Applications include third party solutions in addition to a diverse set of proprietary systems hosted on Windows and Linux servers. Position requires an experienced, highly motivated Systems Engineer with a minimum of five years' experience in design, implementation and support of a large infrastructure consisting of Windows, Linux, and VMware systems as well as a variety of hardware including servers, switches, and SAN storage. This individual will be required to provide input into new and existing projects, both from a technical perspective as well as from a business perspective.

Major Responsibilities:

• 5+ years of experience with IT helpdesk or support position.
• Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System)
• Have a strong understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.
• Able to self-manage and hold themselves accountable.
• Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.
• Enjoy people and care to develop strong relationships with clients.
• Be an optimist at heart.
• Resolves problem situations in a professional manner.
• Group Policy experience in pushing software to client computers.
• Group Policy experience with Windows 10 deployments.
• Experience with iPhone/iPad/Android.
• Experience supporting phone systems from Microsoft Teams
• Experience with Apple computers in a networked environment.
• Experience creating images of computers and deploying across network.
• Networking experience (configuring/deploying network switches)
• Wireless network support.
• Nable RMM (remote management of computers).
• Cisco/Meraki equipment experience
• Experience supporting printers/copiers in a networked environment.
• Certifications are preferred. Microsoft Certs are a big plus.
• Intermediate knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.
• IT support involving core business application and operating systems, as well as virtual environments on VMware and Hyper-V.
• Implementation and support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.
• Implementations and support of backup and disaster recovery solutions: Veeam, Zerto, Commvault

The Job:

• Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed
• Solves problems and makes decisions on a daily basis to help resolve issues
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.
• Learn the ins and outs of our clients' unique work environments.
• Work to quickly resolving incidents submitted by our clients.
• Monitor alerts generated by our tools to resolve incidents before our clients are even aware.
• Enter all work as service tickets and time as it occurs.
• Implementation and support of hardware: servers, workstations, firewalls, switches, wireless access points, UPS batteries and other equipment.
• Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.
• Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.
• IT environment documentation to include system reviews and recommendations.
• Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• SAN Administration - Manage, Monitor and recommend Performance improvements for SAN environments.
• Maintain a highly available Windows and Linux environment for an aggressive and dynamic business.
• Maintain and Optimize VMware clusters with hyper converged platform
• Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.
• Work with various 3rd - party providers such as VMware, Veeam, Zerto, Commvault, Cisco, EMC, Nimble, and HP.
• Work with tools such as Solarwinds, Vmware Operations Manager and VRealize, Veeam One
• Responsible for all facets of Data Center Operations including design, implementation, monitoring, and communications.
• Create technical documentation when needed
• Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
• Just as the Level 3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must

Must have qualifications:

• Expert at Windows server administration and performance tuning
• Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems, and ensure the resolution of any problems identified.
• Knowledge of Windows Servers, VMware and other various software applications Certifications a Plus.
• Technical, analytical, interpersonal and organization skills required
• Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction
• Able to take ownership of and troubleshoot a broad variety of system problems
• Ability to work well with others, as well as independently. Attention to detail.
• Experience troubleshooting skills and techniques (hardware, software, network, TCP/IP).
• Position requires on-call support including planned and unplanned responses to a 24x7 environment.

Bonus

• Familiarity with SQL Server
• VMware and SAN administration and performance tuning
• Working knowledge of ITIL principals and procedures.
• Windows, VMWare, Cisco, SAN certifications
• Familiarity with Cisco UCS environments
• Experience of design, implementation, maintenance, and troubleshooting of large, complex IP-based networks.
• Experience in Network Capacity Planning, Performance. Monitoring / Management and Network Design Architecture
• Experience in routing protocols like (OSPF, BGP, EIGRP, VRRP, IP, HSRP, MPLS, BGP for dual ISP, etc. protocols) and set up load balancing using BGP for dual ISP •
• Experience with layer-2, layer-3, and/or layer-4 network protocols and technologies, TCP, UDP, HTTP/HTTPS, REST, SOAP, NFSv4.x, SMB • Cisco CCNP / CCIE certifications desired
• Experience designing, configuring, and deploying network switches/routers. Including expertise in QoS/CoS, traffic shaping and bandwidth throttling
• Advanced knowledge for the implementation and support of Quality-of-Service (QoS), and MPLS-based networks is required. Voice-over-IP (VoIP) a plus.
• Strong understanding of Cisco routers and switches in a corporate infrastructure • Strong understanding of network security practices and tools. Network Security (firewall policies, rules, best practices, VPN, IPSEC, GETVPN)
• Experience with Cisco AMP - Advanced Malware Protection
• Experience with Cisco Umbrella (On-premises and Cloud Solutions.)
• Experience with DUO MFA

Non-skill requirements:

• Pass a background check.
• Able and willing to lift 50+ lbs of equipment.
• Be legal US citizen or have a USA work permit
• Have reliable transportation to get to and from office and to client locations.