Reports to: Manager of Service DeliveryDepartment: Service Delivery
Part of both a Support and Project team supporting the Microsoft Server environments for their customers. Some of the technical support functions include implementing and managing Active Directory, Exchange, and Microsoft Operating System Environments. The size of environments varies as we have varying degrees of customers. The customer environments can range from 100+ servers to 5 servers. The work is different week to week and sometimes even day to day and being on call is part of the position on a 7 plus week rotation.
Required Skills and Essential Functions:
Strong professional support and administration experience in the following areas:
Microsoft Windows Server, versions 2008, 2012, 2016
Microsoft Active Directory environments
Microsoft Remote Desktop Services
Professional support and administration experience in the following areas
Microsoft Exchange, versions 2010, 2013, 2016
Microsoft SQL Server, versions 2008, 2012, 2016
Microsoft Server Clustering and SQL Clustering
Knowledge and troubleshooting capability with multiple high availability solutions (Replication, Active/Passive, understanding of Load Balancing impact on Server availability, DFS)
Strong experience with Windows troubleshooting, diagnostic, and command line tools.
Strong experience in server performance/capacity planning
Strong experience in tuning, monitoring and performance recommendations of Microsoft systems
Adheres to company Change Management processes and documentation
Follows and practices thorough Root Cause Analysis processes and documentation
Good understanding and professional experience in server hardening/security best practices
Ability to write intricate system and user documentation.
Ability to write functional scripts in at least one administrative language (batch, vbs, powershell, etc).
Experience with networking and its place within a Microsoft Windows environment.
Ability to provide recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
Good analytical and creative problem solving skills for design, creation and testing of complex systems.
Able to interact directly with customer management both in person and over the phone. Consistently professional and well represented.
Ability to interface and work with Infrastructure team members from a different offshore Secure-24 office.
Capable of training users in complex topics, making presentations to internal groups.
Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by a deadline.
Builds respectful relationships with team members, acts as a mentor where possible.
Keeps track of lessons learned and shares or presents those lessons with team members.
Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.
Independent problem solving; self-directed, self-starting.
Good understanding of time management skills, able to prioritize and shift as needed.
Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
3 10 years of experience with Windows 2008/2012/2016 Servers.
3 10 years of experience in managing Microsoft Systems in a 24x7 environment.
3 10 years of experience managing mid to enterprise Microsoft Environments.
Experience managing Azure Cloud environments
Experience managing Office365 environments
Good leadership skills to effectively mentor and lead junior level personnel.
Ability to effectively utilize each team member to his/her fullest potential; motivates team to work together in the most efficient manner.
Ability to identify and implement areas for improvement within team.
Bachelor's degree in Computer Science/information Systems or equivalent
Understanding of infrastructure interaction with Server environments (networking, storage)
Receive general instructions for new duties from manager.
Continuous proactive maintenance, auditing, and monitoring of our customers Microsoft environments.
Participates in Disaster Recovery tests and provides thorough documentation.
Provides Microsoft Server side support through our ticketing system, for tickets which have been escalated through IOC support tiers 1-2.
Provides Microsoft Support assistance to all other S24 teams where required to effectively resolve issues.
Works collaboratively with the Microsoft Support team.
Works in a weekly 24x7 on-call rotation alongside their co-workers.