L3 Infrastructure Engineer

Must Have Technical/Functional Skills

• Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues

Please make an application promptly if you are a good match for this role due to high levels of interest.

• With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise. They can also control the infrastructure, cloud, network, and DC level operations. All the high-end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation. These engineers use requirements and aim to replicate problems to detect the root cause. They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service

• Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. Handles the tickets routed by L1 support or can they produce tickets for any issue they observe

• Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements

Roles & Responsibilities

Network (LAN, WAN and Wireless)

• Troubleshooting & admin of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification

• Ability to support IT Cabling, Infrastructure Planning, and Design. Examples of scope work (cable patching, switch config/deploy, port enable/disable, analyze network traffic)

• TCP/IP, DHCP, Subnetting, VLAN, POE

• Experience with packet capturing example: Wire Shark

• Network maintenance, support and refresh

• Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

Data Center (Server Room) Management

• Site infrastructure xywuqvp knowledge (Power/UPS, HVAC, cabling, etc.)

• Experience installing and troubleshooting server room hardware components, such as Rack Servers, Fiber, switches, disk drives, memory, etc.

• Smart Hands for remote teams & 3rd party ven dor management for issue escalation/resolution

Server Management

• Must have experience in administering windows server operating systems e.g. Windows Server 2016, monitoring, troubleshooting, parts swaps/repair

• DHCP, DNS, Print Server, File Shares, Microsoft SCCM

• Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

• Working knowledge/experience supporting Hardware for servers, data backup libraries and SAN/NAS

• Server, storage and backup systems maintenance, support and refresh: Rackmount, install and configure server hardware

• Knowledge of Server 2012/2016 Policy and Security Management