Essential Duties and Responsibilities:

• Act as techincal interface to CDI Clients to facilitate effective delivery of Datacenter related services:
  • Virtualization Infrastructure Management
  • Computing Platform Management
  • Storage systems Management
  • Datacenter & Collocation Management
  • Infrastructure-as-a-Service
• Design, implement, troubleshoot, analyze, and maintain internal and external customer environments.
• Create, request, and present technical specifications and requirements.
• Perform hardware and software installations, upgrades and maintenance.
• Participate in after-hours maintenance and on-call rotation.
• Identify, research, and resolve technical problems.
• Support Level 2 and Level 3 Engineers for problems identified with systems and network, and act as an escalation or Managed Services support technician.
• Standard system administration duties including equipment install, System/Application install and patch management, log analysis, etc.
• Interface with third party vendors as liaison between client and vendor.
• Utilize superior customer service skills to provide first level interface for CDI clients.
• Plan and implements system automation to improve service efficiency and consistency.
• Create thorough documentation records of design specifications and instructional manuals as necessary to enable Managed Services personnel to be effective in understanding and managing client delivered services.
• Collaborates with other professionals to ensure high quality deliverables within organization guidelines, policies, and procedures.
• Engages in continuous learning to stay abreast on new and emerging technologies.

Education and/or Work Experience Requirements:

• 7-9 years of prior IT experience; prior experience working for a service provider a plus
• Prior customer service experience
• Working experience with one or more infrastructure monitoring, alerting, and ticketing platforms
• Working experience managing & implementing virtualization technologies - vSphere, Hyper-V, Prism
• Working experience managing and implementing storage solutions – SAN/NAS, NetApp, Pure, EMC, Nimbus, Nexsan
• Working experience managing traditional computing platforms - Dell, HP, Supermicro
• Working experience managing Hyperconverged computing platforms – Cisco UCS, Dell/HP Blade solutions, Nutanix, VxRail, etc..
• Team player with excellent communication skills and the ability to manage assignments independently
• Nurturing personality and the desire to help in the development and mentoring of level 1 technicians
• Ability to achieve successful outcomes in handling difficult situations and to work with various customers and management levels
• Analytical and troubleshooting skills
• Ability to work in a fast paced environment
• Shows initiative and acts independently to resolve problems
• Ability to manage multiple priorities and follow through on projects to completion
• Works effectively both as a team member and independently
• Effectively utilizes tools to resolve issues and escalates appropriately
• Proficient in documentation creation leveraging Microsoft Visio & Office.
• Ability to work independently, prioritizes existing projects, and proactively determine areas requiring additional attention, monitoring, or maintenance
• Excellent written, communication, and problem solving skills are a must

• Experience with VMware vCloud Director a plus
• Experience with Zerto Virtual Replication a plus
• Experience with Public Clouds (AWS/Azure) a plus
• Experience with Automation/Orchestration/scripting (ansible/python/PowerShell) a plus

Relevant industry/vendor Certifications:

• VMware vSphere Certifications a plus
• Microsoft Hyper-V Certifications a plus
• EMC Certifications a plus
• Pure Certifications a plus
• Nutanix Certifications a plus
• Cisco UCS Certifications a plus
• Azure/Amazon Certifications a plus