Service Desk Technician II

Job Description

The Service Desk Technician Level 2 will have extensive experience working within a Network Operations Center environment focusing on the Windows/Linux environment and VMware Virtual Infrastructure in Private Hybrid and/or Public Cloud. Duties will include support, installation, integration, configuration, service ticket creation, client interaction, and day-to-day operations of customer IaaS, DRaaS, Backup-aaS, and Monitoring-aaS environments.

A. Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 2-4 years' experience working in a NOC/Network Administrator or equivalent knowledge position.
• Strong skills and working knowledge of Windows Server Operating Systems (2008 R2/2012/2016), Active Directory, Group Policy, TCP/IP, DHCP, DNS.
• Strong skills and working knowledge of VMware Virtual Infrastructure: vCenter, ESXi, vCOPs, vSAN, vCM, vSphere replication, SRM, vCloud suite.
• Knowledge of various security methodologies and processes, and technical security solutions.
• Strong analytical and problem-solving skills.
• Server hardware knowledge, Cisco UCS experience a plus.
• Various storage technologies: (DAS, SAN, NAS), Netapp experience a plus.
• Enterprise backup solutions: Asigra, CommVault, and equivalent.
• Replication Solutions: Zerto, Doubletake, and equivalent.
• Monitoring Solutions: Opensource monitoring (Nagios/Icinga) and commercial RMM solutions.
• Ability to multi-task, prioritize, and manage time effectively.
• Strong attention and accuracy to detail is important.
• Excellent interpersonal skills and professional demeanor.
• Excellent customer service, verbal, and written communication skills.

B. Other Requirements

• Ability to continually increases technical knowledge of assigned technologies and domains and demonstrates application of that knowledge. Achieves appropriate certifications and educational advancements
• Ability to communicate moderately complex technical concepts appropriately tailored for the audience from vendors and technical resources to technical and non-technical customers Policies, Process and Procedures:
• Acts in accordance with established guidelines and follows processes and procedures
• Works with peers, subordinates, management, and customers to build and maintain positive, constructive working relationships despite disagreement
• Assists others when needed or necessary to achieve
• Effectively deals with ambiguity, unexpected events, and changing infrastructure requirements
• Juggles multiple tasks and activities simultaneously
• Documentation Skills
• Handles and manages technical stress
• Undertakes activities on their own; communicates status appropriately
• Anticipates activities and projects and keeps informed of technology and industry trends and learns and applies new skills and tecchnologies
• Sees the bigger picture and articulates multiple solutions to technical problems
• Ability to bend, reach, walk stairs, and lift and carry up to 30 pounds
• Scripting languages (powershell, command shell, batch)

C. Job Responsibilities:

• Serve in a dedicated help desk support role for a specific customer account
• Shift hours are either:
  • Shift A – 7am EST to 3pm EST
  • Shift B – 11am EST to 7pm EST
• Receives, prioritizes, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Expertly manages end-user expectations throughout the support process
• Fully documents resolutions in the Service Desk Knowledgebase
• Provides end-user training as needed and encourages the use of self-help resources
• Provisions network and system access based on organizational and functional roles, IT department policy and established security practices
• Provisions common Configuration Items, such as computers, mobile devices, printers, phones, etc. in compliance with established Service Desk Standards
• Participates in an on-call after-hours rotation
• Provides on-site support leading up to and during new office go-lives
• Updates Configuration Item, asset management records, to reflect the procurement, assignment, recovery, and retirement of items
• Assists with VMware implementation designs and administration support
• Responsible for day-to-day monitoring of alerts, servers, and backup platforms
• Review log reports and alerts
• Monitor the completion of server backups and DR testing
• Assist with configuration and implementation of customer projects.
• Provide second level support to clients