The Infrastructure Operations Engineer serves as the initial point of escalation for complex, enterprise level issues, delivering support services for: security, servers, storage, backup, disaster recovery, data replication, messaging, networking, SQL database operations, and other critical business systems. This includes working across multiple IT teams to ensure performance and uptime service level agreements.
ESSENTIAL JOB FUNCTIONS:
Promptly respond to problems and calls on issues regarding SQL database operations and IT infrastructure. Communicate appropriately regarding resolution, and document each incident.
Respond to system and security alerts as triage level of support and liaison between higher level engineers and/or outside vendors to investigate appropriate resolution.
Monitor critical systems for security and operational events
Manage software, hardware and connectivity vendors to obtain support and resolution information
Perform hardware/software upgrades
Build and deploying servers and VoIP phones
Track and log all activity for incidents and resolutions in ticketing system
Contribute to the Service Desk knowledge base
Assist in maintaining an asset management system to ensure that IT resources are secure and accounted for via ITIL methodology and the use of a configuration management database.
Participate in technology planning activities for the Firm.
Continue to develop skills, knowledge and ability to improve processes and procedures as well as to keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
Assist in daily administration activities including monitoring, support, and maintenance of SQL databases both in production and development environment.
Assist application and web developers with application troubleshooting.
Create and modify database objects to include stored procedures, views, and other elements in the database systems.
Assist the help desk staff to troubleshoot SQL and database errors.
Maintain the integrity of the production environment data through strong controls and processes.
Participate in on-call rotation to ensure 24x7 support of infrastructure systems and database operations, including escalating to senior engineers and/or vendors where appropriate.
Be willing to work extended ours as needed.
Other duties as assigned by manager
QUALIFICATIONS & REQUIREMENTS:
Excellent verbal and written communication skills including a demonstrated ability to interact and communicate with all levels of an organization.
Must be able to concisely communicate issues and document problem resolution.
Outstanding technology, operational, and client support skills
2+ years corporate IT support including:
Virtualized server operations (preferably VMware)
Wireless networking (preferably Cisco)
Local and wide area networking (preferably Cisco)
Firewall operations (preferably Checkpoint)
Windows Server operating systems
Active Directory and related support tools.
This includes basic OU rights and administration, DHCP, DNS, etc.
SQL server administration
Knowledge of SQL backup, clustering, mirroring, replication and failover technologies
Knowledge of SQL database object creation and manipulation (tables, views, stored procedures, indexes, functions, constraints, triggers).
SQL server best practices
Software platforms, including: Microsoft Exchange 2013, VMware management tools, Solarwinds, & Microsoft Office.
Ability to discretely handle confidential and sensitive information.
Ability to work independently and be reliable.
Ability to work in a fast-paced, high pressure production environment.
Must possess a strong sense of ownership, urgency, and drive.
ITIL experience preferred.
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree from accredited college or university strongly preferred; minimum 2 years’ experience in medium to large environment with hands on experience of infrastructure support. Experience with a SQL Server database is a must. SQL Server Versions: 2008, 2012, and 2014 preferred.
CERTIFICATION, LICENSES, REGISTRATIONS
Microsoft, VMware, EMC, Cisco, and Avaya certifications strongly preferred.