Technical Support Analyst III
Birmingham Water WorksJob Description Job Title:
Technical Support Analyst IIIDepartment:
Information TechnologyReporting Relationship:
Infrastructure Support SupervisorFLSA Status:
ExemptGrade:
43 GENERAL
Responsibilities:
Responsible for designing, building, deploying, and maintaining the IT infrastructure using the latest technology.
Infrastructure engineering includes but is not limited to working with Internet connections, cabling, server maintenance and security, virtualization platforms, storage area networks, data backup and replication, website performance and security, cloud services and security, wireless network, routing and switching, telecommunications, and BC/DR planning and maintaining.
ESSENTIAL JOB FUNCTIONS:
Provide a secure, compliant, robust, reliable, scalable, and efficient infrastructure and direct infrastructure support strategies and operations.
Troubleshoot complex network issues involving various factors and conduct network architecture design, feasibility, and cost studies.
Apply security frameworks (CIS controls and NIST) to an enterprise environment.
Verify all network systems and communications are secure and protected; improve, tune, expand, and provide recommended enhancements for all systems for growth demands.
Manage activities related to keeping the infrastructure performing optimally, including backing up systems and data, performance tuning, installing operating system upgrades and patches, implementing security, and providing 24-hour monitoring and support while maintaining the integrity of the existing technology environment.
Plan, implement, and support the wide-area, local, and wireless area networks, including proactive network management and problem resolution.
Configure and administer Microsoft Office 365 applications to industry standard best practices and security guidelines with Exchange Online, Microsoft Endpoint Management, Multi-Factor Authentication, Microsoft Teams, OneDrive for Business, Azure AD and SharePoint Online; manage the Microsoft Exchange environment, email security platform, installation, upgrades, troubleshooting, patching, backup and recovery, development, and documentation of procedures.
Manage and support Active Directory, DNS, DHCP, DFS, GPO, ADFS, SSL Certificates, and Power Shell Scripting.
Responsible for the administration and best practices for the VMware server environment, including installation, upgrades, troubleshooting, patching, backup and recovery, development and documentation of procedures.
Oversee the day-to-day support of all production platforms to ensure the high availability, integrity, and confidentiality of the network, servers, storage, telecommunication services, and information.
Maintain a disaster recovery plan for IT operations and production systems and coordinate responses to emergency production issues.
Develop, implement, and maintain policies, procedures, and associated training plans.
Manage projects by establishing scope and cost-benefit analyses and building a project plan.
Manage infrastructure asset management, including maintenance of infrastructure component inventory, life cycle management, and related documentation.
Ensure maximum accountability and accuracy for managing technology assets, vendors, software licensing, and hardware support.
Oversee developing, implementing, and maintaining technical solutions, business continuity, and disaster recovery.
Provide technical input and recommendations for contracts, budget, hardware, software, and related services for business technology; provide technical input and recommendations with Bids RFP/ requirements and specifications required for new installations and upgrades.
Provide technical oversight of infrastructure systems and application testing; assist with routine audits of systems and software.
Manage underlying systems that collect, store and process logs and events as this technology expands across the BWWB network.
Collaborate with the cybersecurity team to plan and implement security measures to protect business technology systems and data, including regularly reviewing and remedying security vulnerabilities and threats and assisting third-party vendors in providing network security services, audits, and assessments.
Analyze infrastructure system logs and identifies potential issues with systems by troubleshooting and repairing complex hardware and software for infrastructure systems, configuration problems and routine network problems.
Evaluate and follow through on issues and problems until resolved or escalated.
Install, maintain, and evaluate network systems and communications, including VoIP and PSTN phone systems.
Administer, maintain and provide best practices for Cisco Collaboration systems:
CUCM, CUC, UCCX, Finesse, CCP, CUAC, and WebEx.
Plan, support, and optimize hybrid infrastructures on-premise and in Azure.
Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
Perform all work safely in accordance with established safety policies and procedures.
Comply with all safety and health standards and guidelines issued by management.
Performs other duties as assigned.
MINIMUM QUALIFICATIONSEducation:
Bachelor s degree in Information Technology, Networking and technical support or equivalent related education, certifications, and experience required
Experience:
Five (5) years of experience in an enterprise environment:
Administering network systems design, setting up, and troubleshooting.
Maintaining networks, installing, configuring, and upgrading network components.
VoIP configuration, upgrading and maintenance.
Experience with virtualization technology Experience in configuring Storage Area Networks and Disaster Recovery Key Skills Required:
Strong knowledge of VMware virtualization technology (ESXi and vSphere).
Experience with Cisco and Juniper network infrastructure appliances for routing, switching, wireless, and security.
Experience with Network Management in setting up and configuring routers, switches, and wireless technologies.
This includes experience with LAN/WAN management and a high understanding of routing protocols such as BGP, EIGRP and OSPF and network protocols TCP/IP, UDP, FTP, SFTP, and HTTPS.
Experience with hypervisor technologies, including VMWare and Microsoft Hyper-V.
Strong knowledge of Microsoft 365 and Azure.
Experience with Microsoft Windows Server 2016 and 2019 operating systems, including Active Directory, DHCP, DNS, GPO, ADFS, IIS, and RDP roles and services.
Experience with SAN/NAS technologies, including disk array management and creating and maintaining LUNs.
Knowledge of PAM platforms such as Thycotic.
Experience in voice and unified communications technologies with solid knowledge of Cisco Collaboration systems (Call Manager, Unity Connection, Contact Center, WebEx and Microsoft Teams).
Understanding of VoIP and PSTN phone systems.
Experience with Enterprise backup and recovery solutions VEEAM and Zerto Experience in using and supporting Solarwinds, including NPM and NCM modules.
Working knowledge of SQL databases.
Experience with MS SCCM is a plus.
Understanding IT security concepts with a strong understanding of NTFS file security and Share permissions.
Certificates, Licenses, Registrations:
Valid driver s license required All candidates should currently have 2 of the following certifications:
MCSA 2012, 2016 , MCSE 2016 CCNA Routing & Switching CCNP Routing & Switching CCNP Collaboration Juniper Enterprise Routing & Switching VMware VCP 6.
0 Microsoft Azure Network Engineer Associate SUPERVISION:
NonePHYSICAL DEMANDS:
Ability to stand, sit or walk for extended periods Ability to stoop, kneel, crouch or crawl Reaching by extending hand(s) or arm(s) in any direction Communications skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about Ability to lift 25 pounds Working Environment:
Moderate noise (business office) Exposed to cold temperatures in the data center.
Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions.
recblid h8k3167lnpj2rc6b944vge75c1mtn4 Recommended Skills Active Directory Group Administration Assessments Asset Management Auditing Azure Active Directory Estimated Salary: $20 to $28 per hour based on qualifications.
Technical Support Analyst IIIDepartment:
Information TechnologyReporting Relationship:
Infrastructure Support SupervisorFLSA Status:
ExemptGrade:
43 GENERAL
Responsibilities:
Responsible for designing, building, deploying, and maintaining the IT infrastructure using the latest technology.
Infrastructure engineering includes but is not limited to working with Internet connections, cabling, server maintenance and security, virtualization platforms, storage area networks, data backup and replication, website performance and security, cloud services and security, wireless network, routing and switching, telecommunications, and BC/DR planning and maintaining.
ESSENTIAL JOB FUNCTIONS:
Provide a secure, compliant, robust, reliable, scalable, and efficient infrastructure and direct infrastructure support strategies and operations.
Troubleshoot complex network issues involving various factors and conduct network architecture design, feasibility, and cost studies.
Apply security frameworks (CIS controls and NIST) to an enterprise environment.
Verify all network systems and communications are secure and protected; improve, tune, expand, and provide recommended enhancements for all systems for growth demands.
Manage activities related to keeping the infrastructure performing optimally, including backing up systems and data, performance tuning, installing operating system upgrades and patches, implementing security, and providing 24-hour monitoring and support while maintaining the integrity of the existing technology environment.
Plan, implement, and support the wide-area, local, and wireless area networks, including proactive network management and problem resolution.
Configure and administer Microsoft Office 365 applications to industry standard best practices and security guidelines with Exchange Online, Microsoft Endpoint Management, Multi-Factor Authentication, Microsoft Teams, OneDrive for Business, Azure AD and SharePoint Online; manage the Microsoft Exchange environment, email security platform, installation, upgrades, troubleshooting, patching, backup and recovery, development, and documentation of procedures.
Manage and support Active Directory, DNS, DHCP, DFS, GPO, ADFS, SSL Certificates, and Power Shell Scripting.
Responsible for the administration and best practices for the VMware server environment, including installation, upgrades, troubleshooting, patching, backup and recovery, development and documentation of procedures.
Oversee the day-to-day support of all production platforms to ensure the high availability, integrity, and confidentiality of the network, servers, storage, telecommunication services, and information.
Maintain a disaster recovery plan for IT operations and production systems and coordinate responses to emergency production issues.
Develop, implement, and maintain policies, procedures, and associated training plans.
Manage projects by establishing scope and cost-benefit analyses and building a project plan.
Manage infrastructure asset management, including maintenance of infrastructure component inventory, life cycle management, and related documentation.
Ensure maximum accountability and accuracy for managing technology assets, vendors, software licensing, and hardware support.
Oversee developing, implementing, and maintaining technical solutions, business continuity, and disaster recovery.
Provide technical input and recommendations for contracts, budget, hardware, software, and related services for business technology; provide technical input and recommendations with Bids RFP/ requirements and specifications required for new installations and upgrades.
Provide technical oversight of infrastructure systems and application testing; assist with routine audits of systems and software.
Manage underlying systems that collect, store and process logs and events as this technology expands across the BWWB network.
Collaborate with the cybersecurity team to plan and implement security measures to protect business technology systems and data, including regularly reviewing and remedying security vulnerabilities and threats and assisting third-party vendors in providing network security services, audits, and assessments.
Analyze infrastructure system logs and identifies potential issues with systems by troubleshooting and repairing complex hardware and software for infrastructure systems, configuration problems and routine network problems.
Evaluate and follow through on issues and problems until resolved or escalated.
Install, maintain, and evaluate network systems and communications, including VoIP and PSTN phone systems.
Administer, maintain and provide best practices for Cisco Collaboration systems:
CUCM, CUC, UCCX, Finesse, CCP, CUAC, and WebEx.
Plan, support, and optimize hybrid infrastructures on-premise and in Azure.
Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
Perform all work safely in accordance with established safety policies and procedures.
Comply with all safety and health standards and guidelines issued by management.
Performs other duties as assigned.
MINIMUM QUALIFICATIONSEducation:
Bachelor s degree in Information Technology, Networking and technical support or equivalent related education, certifications, and experience required
Experience:
Five (5) years of experience in an enterprise environment:
Administering network systems design, setting up, and troubleshooting.
Maintaining networks, installing, configuring, and upgrading network components.
VoIP configuration, upgrading and maintenance.
Experience with virtualization technology Experience in configuring Storage Area Networks and Disaster Recovery Key Skills Required:
Strong knowledge of VMware virtualization technology (ESXi and vSphere).
Experience with Cisco and Juniper network infrastructure appliances for routing, switching, wireless, and security.
Experience with Network Management in setting up and configuring routers, switches, and wireless technologies.
This includes experience with LAN/WAN management and a high understanding of routing protocols such as BGP, EIGRP and OSPF and network protocols TCP/IP, UDP, FTP, SFTP, and HTTPS.
Experience with hypervisor technologies, including VMWare and Microsoft Hyper-V.
Strong knowledge of Microsoft 365 and Azure.
Experience with Microsoft Windows Server 2016 and 2019 operating systems, including Active Directory, DHCP, DNS, GPO, ADFS, IIS, and RDP roles and services.
Experience with SAN/NAS technologies, including disk array management and creating and maintaining LUNs.
Knowledge of PAM platforms such as Thycotic.
Experience in voice and unified communications technologies with solid knowledge of Cisco Collaboration systems (Call Manager, Unity Connection, Contact Center, WebEx and Microsoft Teams).
Understanding of VoIP and PSTN phone systems.
Experience with Enterprise backup and recovery solutions VEEAM and Zerto Experience in using and supporting Solarwinds, including NPM and NCM modules.
Working knowledge of SQL databases.
Experience with MS SCCM is a plus.
Understanding IT security concepts with a strong understanding of NTFS file security and Share permissions.
Certificates, Licenses, Registrations:
Valid driver s license required All candidates should currently have 2 of the following certifications:
MCSA 2012, 2016 , MCSE 2016 CCNA Routing & Switching CCNP Routing & Switching CCNP Collaboration Juniper Enterprise Routing & Switching VMware VCP 6.
0 Microsoft Azure Network Engineer Associate SUPERVISION:
NonePHYSICAL DEMANDS:
Ability to stand, sit or walk for extended periods Ability to stoop, kneel, crouch or crawl Reaching by extending hand(s) or arm(s) in any direction Communications skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about Ability to lift 25 pounds Working Environment:
Moderate noise (business office) Exposed to cold temperatures in the data center.
Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions.
recblid h8k3167lnpj2rc6b944vge75c1mtn4 Recommended Skills Active Directory Group Administration Assessments Asset Management Auditing Azure Active Directory Estimated Salary: $20 to $28 per hour based on qualifications.
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