Summary of Position:
The Engineer position is a team member responsible for monitoring and managing customer internal infrastructures and their platforms under direct supervision of the Engineering Manager. The engineer will be the primary point of contact for all incidents assigned to them and retain ownership until resolution unless otherwise advised. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The Engineer will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA's while documenting all actions and communication in the ticketing system, ServiceNow.
Responsibilities:
- Troubleshoot client device and application issues via phone and remote access.
- Oversees the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.
- Provide feedback to management on process improvements and areas of concern.
- Maintains excellent communication with NOC team on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.
- Provides emergency on-call support on a rotating schedule.
- Be available while on-shift through several different venues - Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
- To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.
- To troubleshoot and resolve equipment, configuration and affected problems and to track vendor support cases through to problem resolution on production issues.
- Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.
- The engineer will be expected to develop additional skills in other products as business needs dictate.
- Effective communication amongst the team and with other engineering verticals and management.
- Respond to customer service calls and emails in agreed upon timeframe.
- Manage service tickets that are assigned to your personal and team queue.
- A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.
- Other duties as assigned.
Technology/Area of Specialization:
- Bachelor's Degree or equivalent experience
- Cisco CCNA, VMware VCP, Nutanix NCP, NetApp NCDA, and EMC EMCISA certifications or the ability to acquire them within 12 months of employment.
- 3+ years of hands-on experience with virtualized, enterprise compute and storage infrastructure
- Expertise with VMware vSphere, PowerCLI, and/or vSphere SDKs
- Expertise with block level and file level storage protocols, SAN switching, and enterprise storage arrays and replication technologies.
- Technical understanding of enterprise networking and virtual network technologies
- Technical understanding of TCP/IP and the OSI model
- Technical understanding of software defined storage solutions
- Technical understanding of software defined network solutions
- Technical understanding of traditional and virtual backup solutions
- VMware NSX, VMware vSAN, VMware SRM, Cisco UCS, Cisco Nexus switching, EMC Avamar, and Nutanix expertise are a plus.
- Network and server troubleshooting experience.
- Working knowledge of Microsoft Windows and *nix operating systems
Basic Knowledge, Skills, and Abilities:
- Customer service skills and client focus
- Strong communications skills including the ability to communicate technical information in using non-technical language.
- Previous experience or aptitude to be successful in an Operations capacity.
- Good problem-solving skills
- Excellent interpersonal skills
- Comprehensive verbal and written communication skills
- Ability to remain calm and courteous in periods of stress.
- Ability to work on several problems simultaneously.
- Ability to work with broad range of experience levels.
- Maintaining complex operational processes
- Handling and Escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation
Required Skills:
- 2+ years working in a Network Operations Center
- 2+ years' experience troubleshooting infrastructure devices applicable to engineering vertical.
- A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.
- Cisco or other vendor certifications pertinent to the engineering vertical.
- A history of successfully managing and operating multi-vendor environments.
- Strong interpersonal skills and expert level relationship management abilities - showcasing the ability to work well with many levels of client engineering and management.
- The ability to function in a team environment and recognize and take on tasks with self-direction.
- Passion to continue learning and expanding your knowledge.