Technical Support Engineer 2

About the Role

DataBank is looking for a driven and highly skilled Technical Support Engineer 2 to join our Tier 2 Managed Services team. In this pivotal role, you will act as a primary technical escalation point, ensuring the 100% uptime and optimal performance of our enterprise-class data center, cloud, and interconnection services. You will be responsible for managing complex multi-data center environments, troubleshooting intricate system issues, and maintaining industry best practices across Windows, Linux, and virtualized platforms. This is an exceptional opportunity for a proactive problem-solver who thrives in a fast-paced, high-growth environment and is committed to delivering superior technical support and system stability for our diverse clientele.

• Troubleshoot and resolve complex issues related to virtual platforms and infrastructure, including vCenter and vCloud environments.
• Perform critical maintenance activities within the VMware platform to ensure high availability and performance.
• Configure, maintain, and troubleshoot enterprise firewalls, specifically focusing on Palo Alto Networks and Panorama management.
• Support the creation, review, and tuning of firewall security policies, NAT rules, VPN configurations, and threat-prevention settings.
• Oversee the management and operation of Microsoft Windows-based server systems, including clustering, DHCP, DNS, WINS, and DFS.
• Resolve network connectivity issues related to routing, firewalls, and load balancers to maintain seamless traffic flow.
• Manage Microsoft Active Directory environments, ensuring successful interoperability with disparate directory structures and security methods.
• Diagnose and resolve issues related to web services, specifically focusing on IIS, Apache, and ColdFusion.
• Provide proactive monitoring for production systems to identify hardware failures, performance bottlenecks, and alert conditions before they impact operations.
• Collaborate with the Director of Managed Services to ensure project-related work is completed within scope and on schedule.
• Identify and implement process efficiencies to stabilize the environment and streamline daily operations.
• Participate in an on-call rotation to provide essential after-hours support and emergency response.

• Minimum of 5 years of professional experience in the Information Technology field.
• At least 3 years of hands-on experience managing Windows or Linux platforms with the ability to troubleshoot at both the application and OS levels.
• 3+ years of working knowledge of virtual infrastructure technologies, specifically the VMware suite.
• Proven expertise in configuring and managing Active Directory, including group policies, replication services, and folder redirection.
• Direct experience supporting Microsoft ecosystem products such as SharePoint, Office 365, and SCCM.
• Solid understanding of TCP/IP network administration, including experience with routers, switches, and load balancers.
• 3+ years of experience managing Microsoft SQL and IIS services.
• Proficiency in scripting languages such as Python, PHP, or PowerShell is required for automation and efficiency.
• Familiarity with MySQL, Apache, ColdFusion, and fundamental backup and patching protocols.
• Strong project management skills with the ability to lead a project from planning through implementation.
• Exceptional written and verbal communication skills, including the ability to create high-quality technical documentation.
• Experience with Ansible is considered a significant plus.

• Comprehensive Health, Vision, and Dental insurance packages.
• Company-paid Short-Term and Long-Term Disability insurance.
• Life insurance coverage.
• 401k retirement plan with a competitive company match.
• Three weeks of Paid Time Off (PTO) plus paid holidays.
• A dynamic, non-political work culture focused on professional growth and technical excellence.

Required Skills