L3 Infrastructure Engineer

Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

Job ID: 108418-1
Title: L3 Infrastructure Engineer
Locations: Onsite: Liberty NC - 27298 (100% On-site)
Duration: 12 Months
Pay Range: $35 - $40/Hour on W2/C2C (All inclusive)

Must Have Technical/Functional Skills

• Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems.
• Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
• Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues
• With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise.
• They can also control the infrastructure, cloud, network, and DC level operations.
• All the high-end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation.
• These engineers use requirements and aim to replicate problems to detect the root cause.
• They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service
• Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems.
• This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents.
• Handles the tickets routed by L1 support or can they produce tickets for any issue they observe
• Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1).
• Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements

Roles & Responsibilities
Network (LAN, WAN and Wireless)

• Troubleshooting & admin of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification
• Ability to support IT Cabling, Infrastructure Planning, and Design. Examples of scope work (cable patching, switch config/deploy, port enable/disable, analyze network traffic)
• TCP/IP, DHCP, Subnetting, VLAN, POE
• Experience with packet capturing example: Wire Shark
• Network maintenance, support and refresh
• Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

Data Center (Server Room) Management

• Site infrastructure knowledge (Power/UPS, HVAC, cabling, etc.)
• Experience installing and troubleshooting server room hardware components, such as Rack Servers, Fiber, switches, disk drives, memory, etc.
• Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

Server Management

• Must have experience in administering windows server operating systems e.g. Windows Server 2016, monitoring, troubleshooting, parts swaps/repair DHCP, DNS, Print Server, File Shares, Client SCCM
• Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution
• Working knowledge/experience supporting Hardware for servers, data backup libraries and SAN/NAS
• Server, storage and backup systems maintenance, support and refresh: Rackmount, install and configure server hardware
• Knowledge of Server 2012/2016 Policy and Security Management

Critical plant floor hardware support

• Examples of work include items like MFG support (GALC, AER creation, P***, etc.)
• ANDON and PLC (Programmable Logical Controls) support knowledge
• First level of support Business and Plant Floor applications, managing escalation of issues to the Subject Matter Experts (SME’s)
• Excellent troubleshooting (critical thinking), problem solving & root cause analysis skills for Outage & Problem Management
• Exceptional customer service and ability to work well under pressure e.g. plant down situation, outages, critical plant floor equipment require a 15-minute turnaround time
• On-call 24x7 availability during non-work hours and ability to work flexible hours and overtime

Others Must Have Attributes for Level 3

• Ability to lift 50 lbs. and be able to climb ladders and staircases to access IT equipment
• Ready to travel to other Client sites/locations within the US to support on a short basis.
• Strong team worker with professional demeanor and strong ethics
• Good written and oral communication skills are required
• Experience with remote control tools and remote support (off-site)
• Ongoing support of various Manufacturing computer systems
• Windows Active Directory: Maintenance kiosks, OU configuration, Group Policy Objects
• Change Management process
• Associate or bachelor’s degree in computer information systems, Computer Science or related field
• TMMBC English 50%-100% Competence

Nice To Have

• Experience and/or knowledge of PLC’s a plus.
• Plant Monitoring software knowledge (Active Plant, Wonderware, Ignition)
• Knowledge of iGear, Kepware, or other machine data gathering tools
• SQL Server database administration (backups, security, monitoring, etc.)
• Manage storage and backup systems
• Previous experience supporting a large corporate, manufacturing environment
• Experience supporting and troubleshooting Business and Mission Critical applications
• 3 to 5 years of experience performing Level 3 responsibilities
• Knowledge of Cisco Voice over IP hardware/software/server operation/configuration
• Provide technical assistance and support, and resolve problems related to the use of computer hardware and software Analyze, resolve, respond to, and document end user inquiries.
• Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools.
• Troubleshoot Operating System issue. Connection issues with LAN/WAN.
• Update tickets with accurate and timely records of work performed, and resolution details
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repair.
• Perform inventory management activities as required in coordination with asset management and other corporate groups.
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
• Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
• In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology.
• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories.
• Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
• Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
• Primary responsibility to manage End User related incidents and requests.
• Go to person for all plant IT related requests (Password resets, access etc. specific to plants).

Generic Managerial Skills, If any

• Cisco Certified
• CCNA
• Field Services
• IT Support
• Site Support
• End User Computing Engineer
• IT Network Engineer

Pre-Screening Questionnaire

• Should be able to work in any shifts
• Working on weekends
• Overtime Work

Experience Range

• 7+ Yrs

Education

• Bachelor’s degree

Company Benefits & Culture 
•    Inclusive and diverse work environment
•    Opportunities for professional growth and development
•    Comprehensive health and wellness benefits