Service Desk Technician II

ZipRecruiter; Conshohocken (Montgomery County); Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Service Desk Technician Level 2 to join their dynamic team. This role requires extensive experience in a Network Operations Center, focusing on both Windows and Linux environments, as well as VMware Virtual Infrastructure. You will be responsible for providing exceptional support, managing service tickets, and ensuring smooth operations of customer IaaS and DRaaS environments. If you thrive in a fast-paced environment and have a knack for problem-solving, this is the perfect opportunity for you to advance your career in a collaborative and innovative workplace.

Qualifications

• 2-4 years' experience in a NOC/Network Administrator role.
• Strong knowledge of Windows Server and VMware infrastructure.
• Excellent customer service and communication skills.

Responsibilities

• Manage support requests and ticket queues effectively.
• Provide end-user training and support as needed.
• Monitor alerts and server backups daily.

Skills

Windows Server Operating Systems

Active Directory

TCP/IP

VMware Virtual Infrastructure

Analytical Skills

Customer Service Skills

Problem-Solving Skills

Scripting (PowerShell, Command Shell)

Education

Bachelor's degree in Information Technology

Tools

VMware vCenter

Cisco UCS

Asigra

CommVault

Nagios

Icinga

Job description

Job DescriptionJob DescriptionSalary:

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.

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.

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 technologies
• 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 (powershell, command shell, batch)

Job Responsibilities:

• 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

remote work