Technical Support Shift Lead

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Support Shift Lead is a member of the Managed Services team and reports to the Tier 1 or 2 Support Manager. The Technical Support Shift Lead will provide direction and oversight for all members within their designated Tier during their shift. This individual will provide guidance and direction to ensure all organization and team goals are met and the team is focused on delivering world-class customer service.

The Shift Supervisor Support Operations will lead the members of their designated shift who are responsible for providing first point of support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company and our customers according to established policies and procedures.

The Technical Support Shift Lead will have excellent communication skills and work well in a fast-paced, growing environment. The Shift Supervisor Support Operations must be able to support and maintain systems in an enterprise environment. This individual will be someone who can take direction from senior management, but also seek opportunities to improve and stabilize the environment as well as implement efficiencies in daily processes.

Responsibilities

• Management of work distribution for all tickets and alarms occurring within their designated shift
• Ensure team maintains customer and departmental OLA and SLAs
• Ensure prompt support is provided for all incidents that are raised by customers via the DataBank portal or by phone
• Focused on First Time To Respond (FTTR), Time To Respond (TTR) and Mean Time To Resolve (MTTR)
• Follow established escalation procedures for escalating to internal departments.
• Ensure proper escalation occurs between the various support tiers
• Monitor and respond to systems and application-level monitoring for Databank's internal & customer systems
• Provide technical support to replicate and troubleshoot Windows and Linux server-side issues
• Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources
• Perform system level, file level, and database restores as requested by customers
• Perform security patches for customer's Windows and Linux servers
• Support and manage web-based technologies to include IIS, Apache, NGINX, DNS, CloudFlare
• Configuration of ACL, NAT, and VPN on Cisco/Juniper firewalls
• Configuration of Virtual IP's, Pools, and iRules on F5 load balancers
• General MS SQL, and MySQL Database Administration and support to include the creation of users and databases
• Distinguish between client-side/server-side issues to perform general application troubleshooting
• Serve as a technical mentor to other team members on assigned shift
• Approve Timecards and Paid Time Off requests for team members on their assigned shifts.
• Maintain the Shift Schedule to reflect existing schedules, and schedule time off ensuring proper coverage is maintained
• Collaborate with Tier Manager on personnel issues and areas for training and development for members of the shift
• Serve as a member of the Support Management On-Call Rotation

Qualifications:

• 5+ years of experience technical support staff (managing 5+ employee)
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
• 5+ years of experience required in the Information Technology field
• 2+ years of experience supporting Web Services such as; Apache, IIS or NGINIX
• 5 years of Windows and/or Linux network administration
• 5 years of network administration to include WAN, LAN, DNS and DHCP
• Strong working knowledge of TCP/IP, DNS and DHCP
• Working knowledge of Database technologies, specifically MSSQL and MySQL
• Working knowledge of Backup/Business Continuity Software administration, such as: CommVault, VEAM, Zerto or Actifio
• Working knowledge of VMware vSphere and vCenter Administration is required
• Experience with load-balancing and traffic management technologies is required
• Experience with network monitoring tools (ex:?Zabbix, Science Logic, SolarWinds, Nagios)
• Experience with ColdFusion is a plus
• Superior customer service skills for interacting with users
• Analytical and detail oriented, able to prioritize, execute and meet deadlines
• Occasional travel may be required
• Ability to work flexible schedules when required.
• A self-starter who can excel in a team environment of a growing and dynamic enterprise.
• Excellent written and verbal communication skills
• Possess the ability and willingness to learn new technologies and skills

Preferred Certification (1 or more)

• Network+, CCNA, A+ & Security+
• Microsoft Certifications
• Linux Certifications
• VMware

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Paid Holidays