Windows Support Engineer - ACE

Position Responsibilities

Engineer will provide services as the primary engineer assigned to customer accounts in support of their systems, infrastructure and daily administration and management.  Engineer will work closely with Service Managers and internal teams to ensure that all aspects of the customer's ongoing system support and administration are successful. Engineer will be responsible for the creation and maintenance of application flow diagrams, custom monitors, RTS (Return to Service) documents, and Knowledge base articles as needed. Engineer will be available for escalations 24x7 on an on-call basis. He/She will conduct ongoing training for first line support personnel on their assigned customer's environment. Identifies and corrects recurring technical issues within their assigned customer(s) environments. Advises customer and acts as their SME (subject matter expert) for their environment for ongoing upgrades and infrastructure improvements.

Required Skills & Experience

        5-7 years of system administration or engineering

        Experience supporting daily operations and maintenance of an enterprise server environment

        Expertise in Windows Server 2008

        Experience maintaining operating system environments with a pro-active approach including daily, monthly, and quarterly activities to prevent service interruption

        Experience in supporting I.T. systems and infrastructure in a 24x7 production environment

        Experience and expertise supporting Microsoft Server operating systems

        Excellent, in-depth working knowledge of Microsoft MOSS, Microsoft IIS and related services and technologies

        Experience troubleshooting data backups

        Ability to identify and correct long running backups and failures

        Expertise in Windows administration utilizing scripting and other forms of automation

        Experience supporting and administering Intel-based server hardware

        Experience supporting and administering virtual servers running on VMWare

        Expertise with network troubleshooting at the server level

        Expertise with DNS, WINS and Windows networking protocols

        Exceptional analytical and problem solving skills, with logical problem solving from Layer 1 through Layer 7 of the OSI model

Nontechnical

        Excellent communication and customer service skills are required

        Exceptional documentation skills are required

        Exceptional planning skills and ability to work within change control parameters

        Ability to work well under pressure

        Ability to work in a team environment that requires a great deal of independent thinking and work execution

        Strong sense of urgency in support of all customers

        Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work, develop solutions, and set urgency for others

        Ability to hold others accountable for meeting agreed upon timelines

        Ability to track and prioritize work independently, based on information from customer and service manager

        Ability to express complex situational information verbally and in written form

        Ability to establish expected completion dates for work being performed and provide immediate status updates if the work cannot be completed by the specified date

        Ability to easily recover from task interruption and quickly switch between higher and lower priority tasks

        Ability to follow policies and procedures that dictate minimum standards for ticket handling, such as customer communication status updates, timelines for escalation, management communication status updates, etc..

        Ability to effectively use multiple methods of communication with internal team and customers including but not limited to instant messaging, e-mail, and phone

Desired Skills & Experience

        Experience and expertise supporting Microsoft Office Communications Server / Live Communications Server

        Experience and understanding of network hardware load-balancers: F5, Netscaler or Cisco in support of Windows Web infrastructures and systems

        MCITP for Windows Server 2008 in any of the following areas- Enterprise Administrator, Server Administrator, Enterprise Messaging Administrator (Exchange 2007)

        MCSE for Windows Server 2003 (either the Security or Active Directory tracks)

       RHCE

       Web technology experience for the MS Windows platform, including multiple tier web/application layer designs

                    Education and Experience

                    Technical Associates Degree required or equivalent work experience.  BS preferred.  Generally requires minimum of 3 yrs. experience.