• Monitor datacenter infrastructure, respond to alerts, troubleshoot, and communicate with internal teams
• Monitor customer ticketing system, respond to requests, and communicate with customer to resolve issues
• Provide hands-on support when needed on customer systems
• Work with internal engineering teams on supporting infrastructure and installing new infrastructure
• Complete scheduled tasks as part of NOC team to ensure proper operations
• Generate well-written SOP that meet company’s standard
• Training new NOC technical staff

Required Knowledge, Skills, and Abilities (KSAs)

• Proven technical competency in “IP network and DNS” plus 3 additional from the following core skill areas:
  • Server, Network, Storage hardware
  • Server Virtualization with Hypervisors VMware, Hyper-V, or KVM
  • Storage Area Networks
  • Windows Systems Administration
  • Linux Systems Administration
• Very reliable and possesses the flexibility to handle different tasks
• Intermediate experience supporting Linux (CentOS & Ubuntu) and Windows servers (2016 to 2022) OS including Active Directory & GPO
• Advance skill in utilizing Linux and Windows logs
• Thorough understanding of Linux commands, filesystems and shell scripts
• Intermediate skills in troubleshooting IP network in a Linux and Windows environment such as TCP/IP, subnetting, DNS records & resolution, DHCP, SSH, Iptables etc.
• Strong hardware (RAID 1,5,6,10, RAID controllers & i-Drac) configuration and troubleshooting skills including patching and firmware updates
• Excellent oral and written communication skills and willingness to work effectively as a member of a support team. At the same time, has the ability to solve problems on their own when necessary
• Fast and efficient customer service skills. Experience working with help desk ticketing system, writing e-mail responses, and providing basic written instructions
• Basicskillintroubleshootingandconfiguringhardwarefirewall
• Intermediate skill of cloud building or migration
• Ability to install, configure & operate Veeam including backup, replication and restoration
• Knowledge of installing and configuring Zabbix server

Education and Experience Requirements

• 3 years of experience in IP Networking and DNS required
• 3 years of experience in installing & supporting Windows servers and Linux operating system required
• 2 years of experience dealing with common services, programing languages and monitoring systems such as SMTP, SNMP, BIND, Apache, IIS, NGINX, Powershell, Perl, Python, Node.JS, and HA Proxy preferred
• 2 years of experience installing and configuring Hyper-V, VMWare, or some Open-Source virtualization platform required
• Experience working in a data center preferred
• 1 year experience in Veeam installation, configuration and operation required
• 1 year experience in Zabbix installation and configuration preferred
• 1 year experience in updating & configuring basic hardware firewall required
• Experience with Linux and LAMP stack both in system administration and installation/configuration preferred
• Bachelor’s degree in computer science, computer engineering, information systems, or equivalent preferred
• Any IT certification is a plus

• Fluency,bothwrittenandspoken,inEnglishisrequired.

Working Conditions & Physical Requirements

• Travel:Willingnessandabilitytotraveldomesticallyandinternationallypreferred.
• Physical Requirements:
  • Ability to occasionally lift and/or move up to 50 pounds.
  • Occasionallyrequiredtorunanddressnetworkorpowercables.

• SystemUptime:Maintainsystemuptimeat99.9%orhigherforcritical infrastructure.
• IncidentResponseTime:Respondtohighprioritycustomerticketswithin1hour, Stabilize critical infrastructure incidents within 4 hours of initial notification, and non-critical incidents within 1 business day.
• ProjectDelivery:Successfullycomplete90%ofinfrastructureprojectswithin scope, on time, and within budget.
• AutomationEfficiency:Implementandmaintainautomationscripts thatreduce manual intervention by 25% or more.
• BackupSuccessRate:Achieve100%backupsuccessrateforcriticalsystemsand services.
• SecurityRemediation:Addressandresolve100%ofhigh-prioritysecurityfindings within 72 hours.
• ClientSatisfaction:Maintainclientsatisfactionwithpresalesandsupportefforts at 90% or higher based on feedback surveys.
• DocumentationAccuracy:Ensure100%accuracyinsystemdocumentation,with updates completed within 72 hours of changes.