Careers

Core Responsibilities

• Monitor datacenter infrastructure, respond to alerts, troubleshoot, and communicate with internal teams
• Monitor customer ticketing system, respond to requests, and communicate with customer to resolve issues
• Provide hands-on support when needed on customer systems
• Work with internal engineering teams on supporting infrastructure and installing new infrastructure
• Complete scheduled tasks as part of NOC team to ensure proper operations
• Generate well-written SOP that meet company’s standard
• Training new NOC technical staff

Required Knowledge, Skills, and Abilities (KSAs)

• Proven technical competency in “IP network and DNS” plus 3 additional from the following core skill areas:
  
  • Server, Network, Storage hardware
    
  • Server Virtualization with Hypervisors VMware, Hyper-V, or KVM
  • Storage Area Networks
  • Windows Systems Administration
  • Linux Systems Administration
• Very reliable and possesses the flexibility to handle different tasks
• Intermediate experience supporting Linux (CentOS & Ubuntu) and Windows servers (2016 to 2022) OS including Active Directory & GPO
• Advance skill in utilizing Linux and Windows logs
• Thorough understanding of Linux commands, filesystems and shell scripts
• Intermediate skills in troubleshooting IP network in a Linux and Windows environment such as TCP/IP, subnetting, DNS records & resolution, DHCP, SSH, Iptables etc.  
• Strong hardware (RAID 1,5,6,10, RAID controllers & i-Drac) configuration and troubleshooting skills including patching and firmware updates
• Excellent oral and written communication skills and willingness to work effectively as a member of a support team. At the same time, has the ability to solve problems on their own when necessary  
• Fast and efficient customer service skills. Experience working with help desk ticketing system, writing e-mail responses, and providing basic written instructions
• Basic skill in troubleshooting and configuring hardware firewall
• Intermediate skill of cloud building or migration
• Ability to install, configure & operate Veeam including backup, replication and restoration  
• Knowledge of installing and configuring Zabbix server

Education and Experience Requirements

• 3 years of experience in IP Networking and DNS required
• 3 years of experience in installing & supporting Windows servers and Linux operating system required
• 2 years of experience dealing with common services, programing languages and monitoring systems such as SMTP, SNMP, BIND, Apache, IIS, NGINX, Powershell, Perl, Python, Node.JS, and HA Proxy preferred
• 2 years’ experience installing and configuring Hyper-V, VMWare, or some Open-Source virtualization platform required
• Experience working in a data center preferred
• 1 year experience in Veeam installation, configuration and operation required
• 1 year experience in Zabbix installation and configuration preferred
• 1 year experience in updating & configuring basic hardware firewall required
• Experience with Linux and LAMP stack both in system administration and installation/configuration preferred
• Bachelor’s degree in computer science, computer engineering, information systems, or equivalent preferred
• Any IT certification is a plus

Languages

• Fluency, both written and spoken, in English is required.

Working Conditions & Physical Requirements

• Travel: Willingness and ability to travel domestically and internationally preferred.
  
• Physical Requirements:  
  
  • Ability to occasionally lift and/or move up to 50 pounds.
  • Occasionally required to run and dress network or power cables.

Key Performance Indicators (KPIs)

• System Uptime: Maintain system uptime at 99.9% or higher for critical infrastructure. ‍
• Incident Response Time: Respond to high priority customer tickets within 1 hour, Stabilize critical infrastructure incidents within 4 hours of initial notification, and non-critical incidents within 1 business day. ‍
• Project Delivery: Successfully complete 90% of infrastructure projects within scope, on time, and within budget. ‍
• Automation Efficiency: Implement and maintain automation scripts that reduce manual intervention by 25% or more. ‍
• Backup Success Rate: Achieve 100% backup success rate for critical systems and services. ‍
• Security Remediation: Address and resolve 100% of high-priority security findings within 72 hours. ‍
• Client Satisfaction: Maintain client satisfaction with presales and support efforts at 90% or higher based on feedback surveys. ‍
• Documentation Accuracy: Ensure 100% accuracy in system documentation, with updates completed within 72 hours of changes.

Core Responsibilities

• Infrastructure Operations & Support: Manage assigned infrastructure systems, ensuring their stability, security, and efficient operation.
• Project Execution: Complete assigned project tasks on time and within scope, ensuring project goals are met.
• Consulting: Provide expert IT infrastructure knowledge and consulting for assigned projects.
• Automation: Develop infrastructure automation code and documentation to streamline processes and improve efficiency.
• On-Call Support: Provide on-call after-hours IT infrastructure support on a rotating schedule.
• Presales Engineering: Support presales engineering efforts by providing infrastructure expertise to existing and prospective clients.

Required Knowledge, Skills, and Abilities (KSAs)

• Networking: Knowledge of network addressing, Internet protocols, and DNS. Proficiency in automation is required.
• Virtualization & Hyperconvergence: Advanced experience with VMWare VSAN, Microsoft Hyper-V, or Azure Stack Hyperconverged Infrastructure.
• High Availability Design: Experience in designing highly available systems.
• Governance & Standards: Familiarity with standards documents and governance practices.
• Business Process Design: Knowledge of business process design and implementation.
• Systems Administration: Experience with Linux/Unix systems administration.
• Project Management: Understanding of project management methodologies and tools.
• Scripting: Experience with scripting languages such as Perl, Shell, Python, or PowerShell.
• Networking: Knowledge of network addressing, Internet protocols, and DNS.
• Best Practices: Familiarity with infrastructure administration and information security best practices.
• Windows & Active Directory: Strong understanding of Windows Server environments and Active Directory infrastructure.
• Storage: Experience with network storage and object storage solutions.

Education and Experience Requirements

• Education: Bachelor’s degree preferred
• Experience:
  
  • Minimum of 5 years of relevant IT experience.
  • Experience with network devices including Cisco, Juniper and Fortinet.
  • Experience with server and storage virtualization.
  • Proficient in Linux operating systems.
  • Experience with Microsoft Windows Server and Active Directory.

Languages

Fluency, both written and spoken, in English is required.

Working Conditions & Physical Requirements

• Travel: Willingness and ability to travel domestically and internationally preferred.
• Physical Requirements:  
  
  • Ability to occasionally lift and/or move up to 50 pounds.
  • Occasionally required to run and dress network or power cables.

Key Performance Indicators (KPIs)

• System Uptime: Maintain system uptime at 99.9% or higher for critical infrastructure.
• Incident Response Time: Resolve critical infrastructure incidents within 4 hours of initial notification, and non-critical incidents within 1 business day.
• Project Delivery: Successfully complete 90% of infrastructure projects within scope, on time, and within budget.
• Automation Efficiency: Implement and maintain automation scripts that reduce manual intervention by 25% or more.
• Backup Success Rate: Achieve 100% backup success rate for critical systems and services.
• Security Remediation: Address and resolve 100% of high-priority security findings within 24–48 hours.
• Client Satisfaction: Maintain client satisfaction with presales and support efforts at 90% or higher based on feedback surveys.
• Documentation Accuracy: Ensure 100% accuracy in system documentation, with updates completed within 48 hours of changes.
• On-Call Response Time: Ensure response times for on-call support are within 30 minutes during scheduled rotations.