Technical Support Engineer ; Remote

Overview

Data Bank 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. Data Bank'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 allow them to focus on their core business objectives.

Data Bank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

Data Bank is proud to be an Equal Opportunity Employer. Our work culture at Data Bank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans  status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

• Provide prompt support for all incidents that are raised by customers via the Data Bank portal or by phone.
• Serve as first point of contact for all customer calls and portal submitted issues.
• Monitor and respond to alarms for Data Bank s internal & customer systems.
• Fulfill service requests for account creations and modifications to include Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP.
• Adjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet the customers  requirements.
• Perform DNS creation and modifications.
• Perform ticket escalations to the various IT teams within Data Bank.
• Technical support to replicate and troubleshoot Windows and Linux server-side issues.
• Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources.
• Coordinate and schedule tasks and customer maintenance activities.
• Other duties as assigned.

• 2+ years working in the Information technology field.
• 1-2 years of Windows and/or Linux network administration.
• 1-2 years of customer support experience.
• Experience working with Active Directory groups, users and policies.
• Working knowledge of VMware vSphere and vCenter Administration is required.
• Experience with network monitoring tools (ex: HP Zabbix, Science Logic, Solar Winds, Nagios).
• Understanding of authentication mechanisms to include multi-Factor authentication (MFA).
• Fundamental understanding of the OSI model.
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities.
• Excellent communication skills and the ability and willingness to learn new technologies and skills.
• Analytical and detail oriented, able to prioritize, execute and meet deadlines.
• Ability to accomplish tasks with minimal supervision.

• Health, Dental, Vision packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k matched by company
• Paid Time Off and Holidays