IT Managed Services Engineer

Position Description

This exciting opportunity is full-time and permanent with Converge Technology Solutions within our Managed Services division. The Engineer will report onsite at our Norcross, GA datacenter and is responsible for the design, manageability, scalability capabilities of Converge Intel service infrastructure. In addition, the Engineer is responsible for platform documentation and operational procedures for daily operations and customer runbooks, as well as support incidents. The Engineer is expected to work closely with the Networking, Storage and Power teams to design, document and implement solutions meeting the customer and architectural requirements.

The services supported by this role are hosted infrastructure as a service (both IaaS and PaaS) offerings based on VMware and Hyper-V, Backup and DR solutions based on VMware technologies, including Veeam and Zerto, Virtual Security and Network Appliances, and other hypervisor-based solutions. In addition, the Engineer is responsible for the developing the health of management and monitoring systems supporting the service offering and the seamless handover of customer disaster recovery testing.

The Engineer may be required to act as a single point of coordination for a new service offering as requested, and will be part of a wider on-site implementations and operations team in order to coordinate service provisioning, management and facilitate customer disaster recovery efforts.

Responsibilities:

• Top-tier support, documentation, and design of the virtualization environment
• Top-tier support, documentation, and design of backup and recovery solutions, including but not limited to hosted Veeam solutions, hosted Zerto solutions, and hybrid solutions consisting of managed data repositories supporting on-premise environments
• Creation and maintenance of operational policies and procedures, including (but not limited to) monitoring and provisioning policies and procedures, as well as interaction with the Data Center Operations teams for incident response
• Support engineering and operational staff as needed
• Design, deployment and maintenance of management and monitoring toolsets
• Work closely with sales and pre-sales staff to ensure resource and capacity requirements for service offerings are understood and properly communicated
• Responsible for overall long-term health of regional services and platforms as assigned
• Act as single point of coordination for on-site facilities activities and support for other offerings on an as-needed and assigned basis
• Creation for Root Cause Analysis (RCAs) along side of data center operations when necessary
• Adherence to internal change control polices and other regulatory requirements
• Coordinate with vendors for support and incident resolution
• Ensuring overall manageability of service offerings
• Ensuring overall scalability of service offerings
• Other duties as assigned

Qualifications:

• 5+ years' experience with enterprise virtualized compute environments
• Must have excellent customer service and troubleshooting skills
• Experience with virtualized DR solutions is required
• Understanding of multi-tenancy requirements and concepts
• Understanding of data center virtualization technologies
• Understanding of backup and disaster recovery technologies
• Understanding of fault-tolerant and high-availability design
• Understanding of data, application and platform migration to, from, or between virtual environments
• High level understanding of storage concepts and performance
• Foundational understanding of Networking concepts with functional knowledge of current topics
• Experience with VMware SDDC technologies is a plus
• Ability to create network and service diagrams and maps
• Must have strong critical thinking, complex problem solving, appropriate judgment, and decision making skills
• Excellent interpersonal and relationship management skills and ability to work in a team environment
• Excellent written and verbal communication skills
• Bachelor's degree or equivalent experience
• VCP certification strongly preferred
• CCNA certification strongly preferred
• Understanding of Microsoft office technologies, including Word, Excel, Powerpoint and Visio

Work Environment:

• Onsite at our Norcross, GA datacenter
• Possibility of this role becoming hybrid (2 days WFH)