Technical Support Engineer

Provide overnight technical incident and maintenance support as the primary contact for customer and internal systems to help meet SLA expectations.

Responsibilities

• Act as the primary point of contact for overnight customer incidents submitted via the DataBank portal or by phone
• Monitor and respond to alarms across DataBank internal and customer systems, including proactive monitoring of production systems for performance, failed hardware, alert conditions, and business-impacting issues
• Troubleshoot and support virtual platforms and infrastructure, including vCenter and vCloud, and perform VMware platform maintenance activities
• Investigate network issues involving routing, firewalls, and load balancers; escalate to Tier 2 teams as needed
• Complete overnight service requests for account creations and modifications, including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP
• Adjust resources for IaaS and PaaS customers, including RAM, CPU, and disk space
• Execute approved patch management cycles for Windows and Linux during overnight maintenance windows
• Apply OS-level security patches, hotfixes, and cumulative updates using WSUS, SCCM, or equivalent patch management platforms
• Validate patch deployment success, review system health after patching, and document outcomes for each patch cycle
• Coordinate with day-shift teams and the change management process to ensure patching is pre-approved and scheduled appropriately
• Identify and report patch failures or systems needing remediation; escalate unresolved items with full documentation to the next shift
• Maintain patching logs and support monthly compliance reporting for customer environments
• Run scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changes
• Perform and document decommissioning and provisioning activities for physical and virtual servers as scheduled
• Assist with backup verification and restore testing using Veeam, Commvault, or equivalent tools; escalate backup failures immediately
• Perform DNS creation and modifications for scheduled change requests
• Communicate maintenance activities with customers in advance, providing clear updates on status and completion
• Complete shift handoff documentation summarizing maintenance performed, incidents handled, and items requiring day-shift follow-up
• Support and administer Microsoft Windows-based server systems and related technologies including server clustering, DHCP, DNS, WINS, and DFS
• Configure and manage Microsoft Active Directory, including user and group administration, group policies, replication services, and folder redirection
• Provide technical assistance to customers for Windows and Linux server support and management
• Escalate tickets to the appropriate DataBank IT teams and coordinate with on-call engineers for critical overnight incidents
• Contribute to team standards, policies, procedures, and documentation including documentation updates and runbooks
• Identify and implement efficiencies to improve overnight processes and procedures
• Complete additional duties as assigned by management

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience
• 3+ years of experience in the Information Technology field
• 2+ years working with Windows and/or Linux platforms, with ability to troubleshoot network connectivity issues at both the application and Server OS level
• 2+ years knowledge of virtual infrastructure technologies, specifically VMware vSphere and vCenter Administration
• Hands-on patch management experience using WSUS, SCCM, or equivalent tools, including patch scheduling, compliance reporting, and rollback procedures
• Experience executing scheduled maintenance and change management procedures in an enterprise environment
• Active Directory experience including users, groups, group policies, replication services, and folder redirection
• Experience with network monitoring tools such as Zabbix, ScienceLogic, SolarWinds, or Nagios
• Experience with routers, switches, firewalls, and load balancers, including TCP/IP administration and troubleshooting
• Experience supporting Microsoft products including SharePoint, Office 365, and SCCM
• Fundamental backup and patching knowledge; Veeam or Commvault familiarity is a plus
• Understanding of authentication mechanisms including MFA and the OSI model
• Scripting experience with Python, PHP, or PowerShell is a plus, especially for automating patching or maintenance tasks
• Ansible experience is a plus
• Strong troubleshooting, problem-solving, and organizational skills; strong written communication for shift handoffs
• Ability to work independently with minimal supervision during overnight hours
• Reliable, punctual, and comfortable with a consistent overnight shift schedule
• Superior customer service skills and clear off-hours communication
• Analytical and detail-oriented, able to prioritize, execute, and meet deadlines
• Self-starter comfortable in a structured, process-driven environment

Benefits

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

Schedule

• Full-time overnight position
• Shift hours and specific days will be discussed during the interview process
• Consistent availability during overnight hours; may include weekend coverage as part of the team rotation

Location: Dallas, TX (remote)