The Engineer III role is a key member of the GDS Team and is tasked with providing technical support services to external and internal clients across various locations within assigned areas. The goal of every GDS employee is not only to service technical issues, but also to deliver effective and efficient resolution to problems and to ensure that the client understands the resolution. This highly-skilled individual is responsible for the service of local and regional issues that impact both internal and external GDS users. This individual will have experience in multiple areas, but none more pressing than communicating in a professional manner with our internal and external clients on a regular basis. As the face of GDS, this person will be expected to represent the group in a professional manner and deliver customer satisfaction with a positive, pleasant and professional demeanor.
Participate in (and lead) intermediate and high-level user-impacting troubleshooting efforts and act as escalation resource for incidents and problems.
Demonstrate and maintain intermediate knowledge and certification (where applicable) of GDS customer user-level equipment, peripherals, and applications.
Work independently and with customers, peers, engineers and partner vendors to diagnose problems and attain resolution within designated Service Level Agreements
Train team members on proper operation of GDS products, troubleshooting techniques, customer interaction, etc.
ESSENTIAL JOB FUNCTIONS:
Successfully communicate technical concepts to both technical and non-technical audiences.
Provide quality customer service to internal and external customers including thorough and appropriate communication with customer designees.
Manage assigned tickets, activities, and projects and ensure all activity and time is properly and thoroughly documented.
Ensure the resolution of customer issues in accordance with SLA obligations.
Ensure assigned tickets are documented thoroughly
Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately
Participate in meetings for departmental, process, and project planning as required.
Provide reports for internal and external use as directed.
This role requires availability for after-hours on-call support, to include nights and weekends remotely and/or onsite at GDS office(s).
EDUCATION and/or EXPERIENCE
Required Knowledge, Abilities, and Skills: Minimum 8-10 years of experience
Experience with VMWARE ESXi, Exchange Server and MS Active Directory and their interaction
This position requires a strong Microsoft Server (Minimum MCSA Certification) and VMWare background (Minimum VMWare VCA Certification)
HA, DRS, server and storage vMotion
The ideal candidate will possess the following experience and knowledge:
Microsoft SQL Server 2008 and higher
Microsoft Server 2008 and higher
Experience with complex Microsoft Active Directory environment
Administration and troubleshooting of complex Group Policy
VMWare environments including vShpere 5.5 and higher
Microsoft Exchange 2013 and up (hosted and on-prem)
Windows PowerShell admin and scripting
Capacity management and system tuning experience
The following experience is preferred but not required:
Linux Server Administration (Ubuntu LTS)
Intermediate SAN administration experience (HP 3PAR or QNAP preferred)
Windows Desktop Support
Cisco’s Unified Computing Systems
Fabric Interconnect and Fiber Channel
10+ years of strong customer service experience with excellent written and verbal communications skills with the ability to interact with all levels of technical, managerial and department clients
Strong analytical skills for problem solving and root cause analysis needs Service Management knowledge related to managing, documenting, escalating and communicating helpdesk tickets in a timely, accurate and complete manner.
Well-developed facilitation skills to achieve results among various internal employees and external business partners.
Excellent organization, communication and written skills.
Demonstrated ability to apply critical thinking to solve problems.
Ability to work independently with minimal supervision.
Ability to adapt to the changing needs of the agency.
Ability to manage multiple priorities and maintain professionalism under pressure.
The following certifications are preferred:
Microsoft MCSE Certification
VMWare VCP Certification
Cisco CCENT Certification
ACHIEVE DIFFERENT. CHANGE YOUR OUTCOME. TRANSFORM YOUR CAREER.
A different state of career opportunities await!
Additional Benefits: Along with getting to work for a great team, GDS also offers the following benefits
Other Related Benefits
**All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, or national origin.