JDL Technologies
  • 08-Jun-2017 to 07-Aug-2017 (CST)
  • JDL Technologies
  • FL, USA
  • Full Time

Yes


Seeking a Sytems Engineer II for our Minnetonka, MN and Fort Lauderdale locations:

Purpose: Responsible for technical support, incident recording and triage of issues raised by Managed Services clients via phone, email, internal escalation or system generated alerts. Provide professional services such as hardware/software installations, quality control, and performance-tuning of all datacenter client systems while maintaining established Service Level Agreements (SLAs). Share professional expertise to provide mentoring and knowledge transfer to other team members. Serve as a point of escalation for departmental and client issues. 


Major Tasks, Responsibilities & Key Accountabilities:

Work in JDL office; or work remotely if resident outside of JDL Managed Services Operations Center, Ft. Lauderdale, Florida
Resolve complex technical issues pertaining but not limited to servers, storage, WAN and LAN connectivity, routers, firewalls, and security as issues are reported through various communication methods (i.e., ticketing and monitoring systems
Provide technical support to the JDL datacenter cloud infrastructure by monitoring performance, pro-active maintenance, and troubleshooting of hardware and software issues as necessary
Take complete ownership of incidents and customer interactions in a timely manner to ensure that all SLA/KPI service level objectives are met
Coordinate and communicate with field and escalation resources, partners, clients and various internal stakeholders during planned or unplanned outages
Work as part of a professional service delivery team to meet identified goals and objectives
Utilize strong technical skills for effective troubleshooting and problem solving
Communicate effectively with clients and staff at all levels
Other duties and responsibilities as required by Management

Knowledge, Skills, Abilities & Competencies:

Must be able to work independently as well in a collaborative team environment
Must possess strong analytical skills and be able to think "outside the box"
Must possess exceptional and proven customer service skills with focus on consistent service excellence
Must adhere to existing service delivery policies and procedures
Must possess excellent oral and written skills with ability to communicate effectively at all levels
Must be able to take rotation for on-call and weekend support

Certification Requirements:

Microsoft, VMware and Citrix Certifications preferred
ITIL Foundations preferred

Education:

BS degree in Computer Science or related field, or equivalent technical experience and expertise.

Experience:

Minimum seven years of technical experience in the following fields:
Expert level experience with administering and designing complex Microsoft Windows Active Directory topologies
Expert level experience with datacenter operations architecture design and solutions
Expert level experience with backup and recovery methodologies (Veeam, Acronis, etc.)
Expert level experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.)
Expert level experience with Citrix Virtualization in a large scale multi-tenant information technology environment
Expert level experience of Microsoft Exchange and SQL Server
Expert level experience of VMware vSphere 5.5 and above
Advanced knowledge of DNS, DHCP and TCP/IP
In-depth knowledge of Storage Area Networks (EMC, Dell, HP, etc.)
Advanced experience in administering and supporting LAN/WAN environments
Advanced experience with basic switching and routing topologies
Advanced experience with basic firewall technologies (WatchGuard, Cisco, SonicWALL, etc.)
General understanding of telecommunications technologies
Proven commitment to customer service excellence

Preferred Qualifications:

Experience working with IT Managed Service Provider
Experience working with Remote Management Monitoring (RMM) tools, such as LabTech/Kaseya/PRTG
Experience working with Professional Services Automation (PSA) tool, such as ConnectWise
Self-starter with ability to work independently
Possess and apply comprehensive knowledge in a particular field of specialization to complete difficult and complex assignments

 

JDL Technologies
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