The Data Operations Specialist will be a critical part of the service team. He/she will respond to alerts reported by the system, classifying and helping resolve the ticket, and documenting the process of resolution. The role requires a strong degree of critical thinking and problem-solving that cannot be scripted.

SCHEDULE: 8 AM – 5 PM Pacific Standard Time, follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Perform network administration responsibilities

·       Analyze and resolve complex LAN/WAN network or system infrastructure issues involving multiple products, vendors, networks, or systems

·       Be knowledgeable of current and future threat landscapes, and knowledge of security best practices

·       Provide technical guidance to other technical team members

·       Assist in network architecture design, feasibility, and cost studies

·       Handle the following system administration responsibilities:

·       Maintain and supports the integrity of the operating system environment and various computer systems

·       Administer, install, and troubleshoot a variety of operating systems

·       Perform systems maintenance tasks, such as system backup, recovery, and file maintenance

·       Schedule installation and test system software upgrades

·       Configure software and resolve a technical problem

·       Monitor and maintain software licensing and maintenance agreements

·       Install, maintain, and evaluate network systems and communications

·       Troubleshoot the network issues with diverse scopes

·       Install and support a variety of client-specific software packages

·       Use remote support tools and ticketing systems to support clients using Microsoft environments

·       Escalate service issues as needed to advanced technicians

·       Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base

·       Perform individual contributor duties, including monitoring the ticket queue for new tickets and self-assigning tickets based on current capacity and capabilities

·       Communicate with customers via phone, chat, and email daily; communication skills and professionalism are critical to this role, and ensuring that our clients are satisfied with our services is key to success

QUALIFICATIONS

·       A Bachelor’s degree in the related field

·       5+ years of intermediate to advanced network configuration and support

·       5+ years of intermediate to advanced server and virtual infrastructure configuration and support

·       3+ years of experience with Cisco or Meraki technology, such as: Catalyst switches, ASA and firepower firewalls, IPSec VPN (ike v1 and v2), IOS routers, wireless access points

·       1-2 years experience with VMWare infrastructure (vCenter/ESXi)

·       Experience with Microsoft Windows Server and Active Directory

·       Experience with VMware vSphere infrastructure, including ESXI and vCenter

·       Experience with VMWare Horizon or other virtual desktop environments is also a plus

·       Experience using ConnectWise Automate and ConnectWise Manage platforms is a huge plus

·       Experience in a multi-client environment

·       Possess skills equivalent to Cisco CCNA or CCNP in either routing and switching or security certification not required

·       Possess strong leadership, has knowledge of Windows desktops and end-user support including Microsoft AD, Azure AD, and M365/Exchange as the technology related to the role

·       Intermediate knowledge of Windows servers 2008 - 2019, networking fundamentals, and firewall technology is a plus

·       Ability to handle logistics and coordination of Tier 2 ticket handling and service activities

·       Strong proactive communication skills in both written and verbal form

·       Must be a self-starter and eager to make a positive impact on the team, for the company, and for our customers

·       Analytical skills with particular attention to detail

·       Aptitude in data management, analytics, reporting preparation

·       Ability to function in an autonomous environment—independent worker, self-directed