Technical Support Engineer 1 (remote/onsite)

MedStar Health; Plano (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in the data center services sector is seeking a Technical Support Engineer I to join their Tier 1 Technical Support team. This role entails monitoring server and network infrastructures, ensuring SLA compliance, and delivering exceptional customer support through effective troubleshooting and collaboration with IT teams. Candidates should possess strong communication skills and a proactive approach to problem-solving, along with relevant IT experience.

Benefits

Health insurance

Dental insurance

Vision insurance

401(k) plan with company match

Paid Time Off

Holidays

Qualifications

• 2+ years in IT, preferably with Windows/Linux admin experience.
• Strong communication skills and customer focus.
• Ability to prioritize tasks and work independently.

Responsibilities

• First point of contact for customer issues and incidents.
• Monitor system alarms and fulfill service requests.
• Support troubleshooting of Windows and Linux server issues.

Skills

Problem-solving

Strong communication

Organizational skills

Customer support

Education

2+ years in the IT field

1-2 years of Windows and/or Linux network administration

Experience with Active Directory

Tools

VMware vSphere

Zabbix

SolarWinds

Nagios

Job description

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance, and focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture does not discriminate based on race, creed, color, religion, national origin, age, disability, sex, marital status, veterans' status, gender identity, sexual orientation, or any other characteristic protected by law.

Position Overview

The Technical Support Engineer I is part of the Tier 1 Technical Support team in the Managed Services department, reporting to the Support Operations Manager. This role provides first contact support for monitoring and maintaining a diverse server and network infrastructure, ensuring SLA compliance. Responsibilities include reacting to alarms, handling customer portal tickets, and inbound calls, facilitating timely resolution through troubleshooting and standard procedures, and supporting Change and Problem Management activities.

Ideal Candidate

The candidate should be self-motivated, customer-focused, eager to learn new technologies, and possess strong communication skills. The role involves collaboration with Tier 2 and Tier 3 teams and is central to onboarding new platforms and technologies. We seek a creative, versatile individual passionate about delivering World Class Customer Support.

Responsibilities

1. Provide prompt support for incidents raised via the DataBank portal or phone.
2. Serve as the first point of contact for customer issues.
3. Monitor and respond to system alarms.
4. Fulfill service requests for account creation and modifications (Portal, Windows, Linux, email, VPN, DUO, FTP).
5. Adjust resources for IaaS and PaaS customers, including RAM, CPU, and disk space.
6. Perform DNS creation and modifications.
7. Escalate tickets to appropriate IT teams.
8. Support troubleshooting of Windows and Linux server issues.
9. Coordinate customer maintenance activities.
10. Perform other duties as assigned.

Qualifications

1. 2+ years in the IT field.
2. 1-2 years of Windows and/or Linux network administration.
3. 1-2 years of customer support experience.
4. Experience with Active Directory and policies.
5. Knowledge of VMware vSphere and vCenter.
6. Experience with network monitoring tools (e.g., Zabbix, SolarWinds, Nagios).
7. Understanding of MFA and authentication mechanisms.
8. Basic understanding of the OSI model.
9. Strong organizational and problem-solving skills.
10. Excellent communication and willingness to learn.
11. Ability to prioritize and work independently.

Benefits

• Health, Dental, Vision insurance.
• Disability and Life Insurance.
• 401(k) plan with company match.
• Paid Time Off and Holidays.