Job Title

Responsibilities Operations:Communicate clearly with customers both in writing and over the phonePerform mid-level and advanced troubleshooting of issues across the services provided by the Managed Services teamEngage directly with customers to review quality of service and provide monthly service overviewsProvide 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 analysisPerform advanced configuration of monitoring tools and automation/improvement of common operational tasksRespond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where requiredUse a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAsResearch technical issues, using internal and publicly available documentationWork with OEM and 3rd party support providers to resolve issuesProvide excellent customer service, staying calm and communicating clearly and professionally in stressful situationsProvide quality customer service, including interacting with customers and answering customer inquiriesAbility to work independently and proactively identify and resolve issues without direct instructionMentor and provide technical guidance to the Managed Services teamProvide “on-call” support for off-hours incidents, requests, and escalationsPerform other tasks as assigned by management Education and TrainingHigh school diploma required; college degree strongly preferredRelevant mid-level or certifications strongly preferred:Cisco CCNA/CCNP/CCIECertified Ethical Hacker or CISSPAWS Certified Practitioner / Solution ArchitectMicrosoft MCSA/MCSERed Hat RHCSA/RHCEITIL v3/4 Foundation / Six Sigma Black Belt / PMP Experience5+ years in a technical fieldExperience providing customer supportExperience in 24x7x365 Managed Services or SaaS organizationExperience using ITSM and Monitoring tool setsAdvanced knowledge of desktop operating systemsExperience using Server virtualization platforms VMware, Hyper-V, and ProxmoxAdvanced BCDR solution experienceMicrosoft licensing knowledge and experienceExperience managing Cloud infrastructure (AWS / Azure) SkillsHighly analytical thinker and troubleshooterDetail oriented with excellent documentation and communication skillsSelf-motivated, passionate about technology, with the desire to learn new thingsAbility to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and PuppetAbility to administer common network infrastructure, such as switches, routers, load balancers and firewallsAbility to administer unified communications platforms strongly preferredStrong knowledge of IT security principlesAbility to mentor and train analysts and engineersAbility to lead projects and teams Job Type: Full-time Benefits:Paid sick timePaid time offProvident Fund Schedule:Monday to FridayWeekend availability Work Location: Remote