Description
Summary- The Senior Infrastructure Support Engineer is responsible for maintaining the health of key production server infrastructure platforms.
- The senior engineer will play a vital role in building and maintaining support systems to proactively monitor and update the server infrastructure.
- Additionally the senior infrastructure Support Engineer will monitor and diagnose hardware failures for both non-production and production systems.
- The engineer will notify infrastructure engineers of any hardware related incidents and open corresponding cases with hardware and/or software vendors to Remedy the situation.
- The infrastructure Support Engineer will work with third-party vendors to replace failed components in Servers, close related tickets, and report back to infrastructure engineering team.
- The senior engineer will mentor, train, and assist Level 1 support engineers in supporting the server infrastructure.
- The position is also responsible for balancing the Level 1 engineer's workload, reassigning tickets as needed due to PTO and scheduled trainings.
- Maintain database of supported server configurations to ensure all production Servers are running supported software and hardware revisions.
- Implement cutting edge infrastructure analytics tools to monitor key Servers for software versions and component failure.
- Use vendor tools to install, patch, and update server firmware to latest supported versions.
- Replace failed server hardware components such as power supplies, processors, memory, and hard drives.
- Act as primary incident response liaison between infrastructure engineering team and key hardware and software vendors.
- Monitor tickets to make sure that all infrastructure support tickets are assigned and handled in a timely manner.
- Create monthly reports detailing cases opened with hardware vendors and planned patch roll-outs.
- Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality.
- Accurately tracks time on a daily basis.
- Escalate any staff or staff related issues to manager
- Assist in the skill development of the Level 1 technicians
Preferred Qualifications
- Experience with HP OneView, SIM, Smart Update and C7000 blade enclosures, onboard administrators, and virtual connect.
- Experience with HP Customer Support Center Portal
- Technical knowledge on Windows/Linux/VMware vSphere platforms in large clustered/high availability environment
- Strong understanding of data center infrastructure technology
- Good understanding of enterprise/service provider infrastructure and large scale environments
- Good technical knowledge of datacenter design and infrastructure
- Scripting skills in PowerShell/Python/Ruby/Shell for task automation a plus
- Minimum 5 years' experience supporting production server infrastructure in a large organization
- Strong understanding of data center infrastructure technology
- Experience with installing and updating server component firmware
- Experience with server hardware installation and maintenance
- Enthusiasm for technology systems and support
- Understanding and experience with change control process and procedures
- Ability to work independently and as part of a team
- Critical thinking and problem solving abilities
- Excellent interpersonal and teamwork skills
- Ability to travel on occasion