System Engineer

at  Logicalis

SUMMARY

Supports client environments as member of Logicalis’ 24x7x365 operations team. Responsible for support, incident management, problem management and change management for devices and resources monitored by Logicalis Managed Services. Provides Tier 3 engineering and support for relevant technology of environments.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE/TECHNICAL REQUIREMENTS/CERTIFICATIONS

Equivalent combination accepted.

Education

• Associate degree in a related field.

Experience / Technical Requirements

OTHER SKILLS AND ABILITIES

• Outstanding oral, written, and technical/business communication skills.
• Earns client, partner, and employee trust and respect through demonstrating commitment to exceed expectations.
• Breaks down ideas, problems, or opportunities into components, solves problems, and implement client requests.
• Eager to evaluate and test new manufacturer products, services, troubleshooting, installation, and configuration techniques.
• Works effectively under pressure and stressful situations.
• Stays on leading edge of technology by learning new techniques and methods through continual education.
• Evaluates, escalates, and exercises good judgment and make decisions based on limited information.
• Works as stand alone or in team environment.
• Eager to work proactively and to do what is expected at all times.
• Available for on-call duties that include 24x7 responses on rotating basis within team.
• Meets deadlines by prioritizing work requests based on sense of urgency.
• Self-starter with excellent organizational, administrative, and interpersonal skills.
• Follows through with tasks, projects, and troubleshooting with minimal supervision.
• Superb customer service skills.
• Local travel and overnight travel between Logicalis offices may be necessary (typically less than 5%).

JOB REQUIREMENTS

Share With:

EXPERIENCE:

Not Specified

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs installation, configuration, maintenance, monitoring and support for backup and storage hardware and software used by Windows, UNIX and iSeries operating systems in both Logicalis Data Centers and remote client locations.
• Supports clients with design, implementation, daily monitoring and maintenance of backup solutions implemented within client or LEC infrastructure across heterogeneous operating system (OS) platforms.
• Supports escalated backup and storage support issues, coordinate communications between operations staff and supports staff to resolve complex issues.
• Acts as escalation point for lower tier technical teams; directs team members in incident, problem and change request resolution and provides guidance on projects.
• Participates in managing customer change requests and problem ticket resolution.
• Demonstrates expert level skills in areas of design, implements and troubleshoots complex backup recovery and storage environments.
• Interacts with other support departments to provide resilient computing environments for Logicalis customers.
• Documents environments, processes and procedures to enable support of environments by other members of the backup and storage team.
• Provides periodic environment review and suggests enhancements of services or resiliency of environments.
• Works with Service Delivery Managers (SDMs) to propose enhancements to clients’ storage infrastructure to meet compute environment requirements.
• Remains current on technical and company related literature/correspondence and regularly reviews administrative procedures.
• Keeps current with manufacturer technical certifications, specialization exams, and licenses.
• Creates and documents media rotation processes including integration to Service Now and third party remote hands and offsite storage.
• Identifies, tests, evaluates, and documents backup and recovery solutions.
• Collects statistical information to monitor growth and reports to management.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization’s values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.