IT Support Engineer IT Projects

1 week ago

Karnataka, India Vinebrook Technology Full time
Operations:
Communicate clearly with customers both in writing and over the phone
Perform mid-level and advanced troubleshooting of issues across the services provided by the Managed Services team
Engage directly with customers to review quality of service and provide monthly service overviews
Provide support to incident managers for critical “P1” issues, ensuring that the customer is updated regularly, and that the Operations team drives the issue to resolution and performs root cause analysis
Perform advanced configuration of monitoring tools and automation/improvement of common operational tasks
Work with OEM and 3rd party support providers to resolve issues
Provide quality customer service, including interacting with customers and answering customer inquiries
Provide “on-call” support for off-hours incidents, requests, and escalations
Education and Training
Relevant mid-level or certifications strongly preferred:
Cisco CCNA/CCNP/CCIE
AWS Certified Practitioner / Solution Architect
Microsoft MCSA/MCSE
ITIL v3/4 Foundation / Six Sigma Black Belt / PMP

Experience
~5+ years in a technical field
~ Experience providing customer support
~ Experience in 24x7x365 Managed Services or SaaS organization
~ Experience using ITSM and Monitoring tool sets
~ Experience using Server virtualization platforms VMware, Hyper-V, and Proxmox
~ Advanced BCDR solution experience
~ Microsoft licensing knowledge and experience
~ Experience managing Cloud infrastructure (AWS / Azure)

Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet
Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls
Strong knowledge of IT security principles
Ability to lead projects and teams

Job Type: Full-time

Paid time off
Monday to Friday
Weekend availability

Work Location: Remote

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