Summary
Responsible for support, incident, problem, change, configuration, performance, and capacity management of devices and resources monitored by Logicalis Managed Services. Provides Tier III engineering and support for Azure and Microsoft server technologies. Develops operational and technical cloud protocols to satisfy Logicalis and client requirements. Identifies opportunities to automate public cloud platforms and ensures Managed Services technical security via existing infrastructure processes and standards.
Essential Duties and Responsibilities
Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem, and change management processes in place for each client when working to resolve client requests or outages.
Responsible for working the following in DSP:
Request Items
Problems
Changes
Projects
Tasks
Recommendations
Acts as escalation point for Tier 2 Administrators. Directs team members in incident, problem and change request resolution and guidance on projects.
Works with customers and peers in a professional manner for efficient resolution of all issues.
Works with Managed Services architects to develop new service offerings.
Provides training and guidance to Tier 2 Administrators on new technologies and processes.
Writes KB articles as needed to document technical processes and procedures.
Provides periodic environment review and suggests enhancements of services or resiliency of environments.
Proactively identifies and reports on gaps in customer environments versus defined service definitions and works with Service Delivery Managers (SDMs) to identify opportunities and propose enhancements to client environments.
Supports escalated issues; coordinates communications between operations staff; supports operations staff to resolve complex issues.
Coordinates service outages with Service Delivery Managers as required.
Identifies processes for automation and works to implement automation of repeatable and predictable tasks.
Participates in on-call rotation for specified technology group.
Responsible for tracking all time worked in designated systems.
Continuously strives to improve skills and stay up to date on new technologies.
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.
Supervisory Responsibilities
This job has no supervisory responsibilities.
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
5 years of experience in the following:
Delivering Azure deployment and support services for IAAS or PAAS based solutions
Experience with managing Windows, Linux servers in cloud environment including automated patching, site recovery
Experience with cloud-based databases such as SQL server
Experience with Azure role-based access
Familiar with Azure networking including WAN connectivity, hub-spoke model, NSGs, App Gateways
Azure ExpressRoute setup and support
Experience managing containers in Azure cloud (Docker or Kubernetes)
Office 365 / Exchange / Hybrid Exchange
Teams Calling administration
Intune Management and support and Endpoint Management
Microsoft Server 2016+ build and troubleshoot
Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
In depth understanding of TCP/IP LAN/WAN networking technologies and troubleshooting techniques.
Experience working in projects in support of large-scale programs:
Scripting (PowerShell, Python Terraform)
Automation (Chef, Puppet, SCCM, Ansible)
IAM Access and Identity management (AAD, RBAC, and MFA)
Connectivity management and setup (Azure Bastion, Lighthouse, Partner Center)
Cloud tools (Azure Resource Manager, Azure Command Line, Azure Security Center, Azure Automation, Azure Update Manager)
Computer virtualization technologies including Hyper-V and vSphere
Computer OS operation, hardening, and standards including Windows and Linux designs
Application and web operation, hardening, and security including Apache and IIS web servers, WebLogic, SQL and Oracle databases
Security compliance experience such as ITIL, PCI, ISO 27001 or SOX
Exposure to:
Software Defined Data Center (SDDC)
Software Defined Networking (SDN)
IDS/IPS reporting and defense strategies
Business continuity planning, auditing, and risk management, as well as contract and vendor negotiation
Disaster recovery and audits (Risk Portfolio)
Information technology and information security
AVD management, patching, and deployments
Proficiency with all Microsoft Office applications
Additional technologies to be proficient in:
Citrix support
Hyper-V
VMWare
Certifications
Microsoft Certified: Azure Administrator Associate (AZ-104)
Microsoft Certified: Azure Virtual Desktop (AZ-140)
Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
Azure Security Engineer Associate
Other Azure related certifications
Other Skills and Abilities
Managed Services Provider or large environment (10,000+ user) base experience.
Excellent customer service skills.
Outstanding oral, written, technical, and business communication skills.
Self-starter with excellent organizational, administrative, and interpersonal skills.
Earns client, partner, and employee trust and respect through demonstrating commitment to exceed expectations.
Strong analytical and problem-solving skills.
Works effectively under pressure and stressful situations.
Available for on-call duties that include 24x7 responses on a rotating basis within the team.
Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
Ability to work with other tiers, teams, and vendors on innovative solutions while troubleshooting issues.
Demonstrated ability to work in high volume, fast paced environment with many deadlines and competing priorities.
Contributes to and maintains an innovation and improvement register to target quality, cost, performance, risk reduction.
Familiarity with company policies and procedures and review whenever clarification is required prior to addressing an issue in question with others.
Local travel and overnight travel between Logicalis offices may be necessary (typically less than 5%).
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $77,500 to $100,800