Technical Support Engineer - Level 3 (VMware/Wintel)

A Technical Support Engineer Level III is responsible for proactively responding to the technical challenges and requirements for customers within Managed Services environments. The Managed Services department is primarily focused on delivering the whole solutions lifecycle, including presales, design, implementing, supporting, maintaining, and decommissioning data center solutions to ensure the continuity of business operations for all customers. This role is expected to work with other members of the managed services and technical teams in implementing and supporting solutions for new and existing customers.

What You’ll Be Doing

• Assisting sales account managers to provide presales expertise on delivering the desired solution for the customer.
• Design and deliver support and service solutions for managed services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.
• Be responsible for providing technical project management services.
• Work closely with the EOC Engagement Managers to ensure new customers are migrated with seamless handover / transition into the managed service environment.
• Implementing new and refreshed managed service solutions for hosted customer environments.
• Dynamically monitor, manage, and improve managed service environments. Identifying and resolving root cause of issues and ensuring continual service availability.
• Strive for continual service improvement based on a desire to become a world class managed service provider.
• Contribute proactively to new service development.
• Deliver a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.
• Guarantee operational procedures and practices are well defined, documented and consistently applied.
• Ensure quality, up-to-date documentation exists for all service arrangements.
• Other duties as assigned.
  
  
  

What We’re Looking For

• Minimum of 5 years’ experience deploying, configuring, managing, upgrading, and troubleshooting VMware vSphere including ESXi and vCenter server:
• Experience to include but is not limited to:
• Virtual machine and storage vMotion
• Datastore provisioning and management
• Virtual networking including standard and distributed switch management
• ESXi storage connectivity including iSCSI and fiber channel
• Cluster High Availability and VM Fault Tolerance
• Distributed Resource Scheduler (DRS) and Storage Distributed Resource Scheduler (SDRS)
• Host profiles
• VMware vCenter Enhanced Linked Mode
• PowerCLI
• Experience deploying, configuring, managing, and troubleshooting ancillary VMware products and solutions including but not limited to
• VMware Update Manager
• VMware vSAN
• VMware Site Recovery Manager
• VMware replication
• Minimum of 5 years’ experience in a 2nd or 3rd line support or administration role, predominantly working within virtual data center services and infrastructure.
• Detailed technical understanding of related datacenter technologies including storage, backup, disaster recovery and security.
• Ability to understand and navigate technical situations with strong problem-solving and remedy skills.
• Experience in technical project management.
• Experience in producing low-level technical designs and supporting implementation documentation.
• Experience in performing technical presentations and customer workshops.
• Fluent in English
  

Bonus Points

• Microsoft Hyper-V
• Microsoft Windows Server
• Hyperconverged infrastructure (i.e. Nutanix, VxRail, PowerFlex, Simplivity)
• Cisco UCS
  
  
  

Education

• Highschool diploma or equivalent
• Bachelor’s degree a plus