Support Engineer (SME Hyperscale Data Center/customer support through application and infrastructure troubleshooting)

JOB TYPE: Full Time

DURATION: 1 year (remote)

ADDITIONAL REQUIREMENTS: US Citizen ONLY, Capable of passing required background check.

JOB DESCRIPTION

The Support Engineer role serves as a subject matter expert (SME) and problem solver for a large, diverse, and complex project in the Hyperscale Data Center industry, providing “customer delight” through application and infrastructure troubleshooting. This role requires excellent communication, organization, and critical thinking skills. The applicant must be well organized, perform tasks with precision and attention to detail.

Specific responsibilities include:

• Works independently with little to no direct supervision in performing analysis, diagnosis, and resolution of custom web applications and services.
• Acts as a technical liaison for systems support and implementation. Provides an effective interface among users, third parties and customer partners in evaluating technical issues and products.
• Responsible for working with the business units supported to understand the business impact of support issues.
• Updates and closes trouble tickets and service requests.
• Technical documentation of hardware/software additions or changes as needed.
• Serves as a subject matter expert for their assigned product/project capable of performing demonstrations and explaining features and benefits.
• Engages actively in the software development lifecycle for the system, performing quality assurance activities as required to ensure quality product delivery.
• Other project/customer work as required from time to time.

SKILLS AND ABILITIES

• Self-starter with ability to meet timelines with minimal supervision.
• Analytical and mathematical mind, capable of evaluating and solving various complex problems, yet biased to action.
• Extraordinary written and verbal communication skills.
• Demonstrates a positive team spirit with collaboration, feedback, mentoring, and coaching.
• Attention to customer-first ideology driving customer delight.
• Able to prioritize and handle multiple tasks/projects simultaneously.
• Demonstrates “can-do” attitude, organization, and time management skills.
• Resourceful ability to solve problems quickly and efficiently.
• Delivery using iterative methodology and standard tools and processes.

REQUIRED QUALIFICATIONS

• Strong experience with configuration, administration and troubleshooting of Microsoft Windows Server
• Strong experience with Microsoft SQL Server functions (example: running queries and scripts, executing stored procedures and more).
• Experience working with Amazon Web Services.
• Working familiarity with MS Office 365.
• Experience working with Microsoft Internet Information Services (IIS).
• General networking knowledge in an Enterprise environment, understanding of ports, protocols and services and firewall rule configuration.

PREFERRED QUALIFICATIONS

• Knowledge of the Data Center and/or Telecommunications industry.

LOCATION: Virtual (No sponsorship is available currently).

EDUCATION/CERTIFICATION

• Degree in Computer Science, IT or related discipline preferred, but not required.