Supports customers' server and network environments as member of Logicalis' 24x7x365 operations team, headquartered in West Chester, Ohio. Responsible for support, incident management, problem management and change management for devices and resources monitored by Logicalis Managed Services including Windows / Unix / Linux servers, System i devices, network devices and applications as well as other supported configuration items for internal and client systems.
Essential Duties and Responsibilities
Performs break/fix troubleshooting, server/software updates and feature enhancements to Windows, Linux and Unix servers, Cisco networking devices and general IT infrastructure.
Responds and solves customer issues utilizing technology tools, procedures, and training through awareness of service offerings and Service Level Agreements (SLAs).
Creates and maintains technical and process documentation for troubleshooting purposes.
Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
Maintains current knowledge of core service offerings and SLAs. Understands all Logicalis service offerings to better support customers as well as expanding any service offering to current customers.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Microsoft Azure administration, Azure Virtual Desktop, Azure Active Directory
Microsoft 365 Administration
Experience working in an ITIL-based incident tracking system (Service-Now).
Understanding of network and server monitoring tools and technologies.
Proficient use of Microsoft Office applications.
Certifications
Microsoft Certified Professional (MCP)
Microsoft Certified IT Professional (MCITP)
Red Hat Certified System Administrator (RHCSA)
Linux Certified Administrator (LCA)
Cisco Certified Network Associate (CCNA)
Microsoft Azure Administrator (AZ-104)
CompTIA A+ / CompTIA Network+
Other Skills and Abilities
Ability to execute tasks, projects, and troubleshooting with minimal supervision and with a sense of urgency.
Detail-oriented with the ability to multitask and prioritize to meet critical SLA deadlines.
Excellent customer service and interaction skills.
Outstanding verbal, written, and technical/business communication skills.
Must be able to accommodate requests from multiple customers and Logicalis Account Executives and respond in a timely fashion.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms. The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
