US Signal Company LLC Hiring for Support Engineer Job at Grand Rapids, MI Full Time

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

We are seeking a Support Engineer Tier 3 to join our team in Grand Rapids, Michigan.

Cloud and Data Protection Tier 3 Engineer is part of the Technical Operations Center team and is responsible for all level one, level two, and level three customer trouble and support for the US Signal Data Protection services and virtual environment as well as US Signal licensed servers that reside in US Signal’s cloud-based Data Center. A primary responsibility of the Tier 3 engineer is to analyze current processes, procedures, and case workflow to develop ways to improve the support experience for US Signal customers. Engineer must be competent in all facets of US Signal’s Cloud and Data Protection offerings, including VMWare, SoftNAS, Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble. This position requires competency in all facets of Windows Server problem isolation and resolution. Strong networking background is also a plus.

This position is required to participate in an alternating on-call schedule as outlined by the Supervisor of Technical Operations.

Functions/Responsibilities:

• Analyze current processes, procedures, and case workflow to develop ways to improve the support experience for US Signal customers.
• Work independently and act as a point of escalation for level III Data Protection and Cloud related issues.
• Mentor technicians and engineers to develop skills as opportunities present themselves.
• Troubleshoot various levels of Windows Server related issues using available server access methods.
• Troubleshoot backup issues on the US Signal backup or disaster recovery platforms.
• Receive incoming customer calls for trouble/technical support, acting as a subject matter expert for Data Protection and Cloud related issues. Probe customers for most valuable information in relation to trouble for accurate trouble tickets.
• Special projects and assignments as deemed necessary by USS management.

Required Experience:

• Experience working with backup and disaster recovery platforms.
• Familiarity with best practices in Business Continuity and Disaster Recovery.
• Experience with VMWare, and Windows Server/Linux Operating Systems.
• Understanding of virtual environments and overall Cloud infrastructure.
• High level of analytical ability.
• Attention to detail and accuracy and excellent organization skills.
• Excellent oral and written communication skills.
• Ability to work well with all areas of the US Signal organization as well as external customers and vendors.
• Knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
• Knowledge of routing protocols including BGP and OSPF.

Education:

• Technical training in VMware, virtualization, and/or cloud computing.
• Technical training in Backup and Disaster recovery platforms.
• BS in Computer Science, Information Systems, Network Administration or Systems Administration desirable.

Experience:

• Experience in Windows Server is required.
• Familiarity with server architecture and design is essential.
• Previous experience with VMware or virtual environments required.
• Extensive experience with Data/IP Network Maintenance is preferred.
• Technical experience in a data center, ISP or telecom environment is desired.
• Experience working in a process driven helpdesk environment.

Working Conditions and Physical Demands:

The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.

Required License(s)/Certification(s):

Active CCNA (or higher) preferred.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.

Equal Opportunity Employer

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Grand Rapids, MI 49503