Technical Support Virtualization Engineer

Moser Consulting - St. Louis, MO4.6

Full-timeEstimated: $40,000 - $53,000 a year
The Virtualization Associate Engineer will provide direct technical support to customers in a fast paced, team oriented, 24x7, call center environment. Typical activities include troubleshooting and resolving customer hardware, software, hypervisor, and SAN issues. The Associate Engineer will be first point of contact the operations centers core technologies, including Microsoft Server 2008/2012/2016, Microsoft Exchange, Microsoft SQL, VMWare vSphere Nimble SAN, and NetApp.

Assist customers with incident and change management activities
Assist with all Service Desk Technician duties as required.
Analyze and trouble-shoot communication failures and escalate issues according to established guidelines.
Resolve technical issues within scope guidelines and quickly escalate issues according to procedural documentation and training.
Respond to events, diagnose, and provide analysis for resolution with in SLA’s.
Create and update trouble tickets using corporate ticketing system.
Quickly and accurately, report major outages to management with frequent communications on incidents affecting multiple users, reoccurring incidents, procedural gaps, training requirements, etc.
Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.
Obtain and provide timely service updates to/from relevant parties.
Create and maintain procedure and informational documents as needed to ensure consistent customer support.
Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
Enthusiastically meet or exceed performance metrics as set forth by management.
Maintain a flexible work schedule within the 24X7 Operations Center.
Provide information, analysis and reports required and requested by the OC Manager.
Enthusiastically meet or exceed performance metrics as set forth by management.
Interface effectively with all employees, customers, and vendors.
Maintain a high level of professionalism and integrity.
Actively participate in mandatory meetings, training sessions, and projects.
Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

2 year Technical Associates Degree or similar experience.
2+ years of IT experience
3+ years of direct customer service experience in a Technical Support or NOC operation.
Industry Certifications Preferred: A+, Network+ or Microsoft Certifications
Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
Excellent technical and non-technical written and verbal communication skills.
Ability to multi-task while following established guidelines, policies and procedures.
Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
Quickly adjust to priority changes or work assignments without sacrificing quality.
Demonstrate a sustained commitment to quality, professionalism, and integrity.
Support rotational duties and be willing to work nights, weekends and holidays.
Intermediate Knowledge of PC and desktop hardware and software troubleshooting
Intermediate Knowledge of VMware and virtual environments.
Intermediate Knowledge of one or more of the following: Microsoft SQL, IIS, SMS, AD, Exchange, DNS, TCP/IP, Powershell, and OS scripting languages
Intermediate Knowledge of Microsoft Clusters
Intermediate Knowledge of Server monitoring
Intermediate Knowledge of Office 2010/2013/2016/Office 365
Intermediate Knowledge of Microsoft Operating Systems Windows 7/8/10
Intermediate Knowledge of Microsoft Operating Systems Server 2008/2012/2016
Ability to operate tools, components and peripheral accessories.
Basic experience performing remote support via telephone, email, and remote access tools.
Basic experience working directly with outside vendors to report or escalate issues.
Basic knowledge of SAN hardware: EMC, NetApp, Nimble a plus
Basic knowledge of Backup and Disaster Recovery software: Veeam, Commvault, Zerto

For more than 20 years, Moser Consulting has been the go-to source for exceptional IT talent with the ability to self-manage. At Moser Consulting, our people are our #1 asset. We hire the best people, welcome them like family, connect them with opportunities, and let them do what they do best: produce innovative solutions to technology problems.

Our culture gives us a competitive advantage by keeping our employees happy, healthy, and by lowering stress levels in a very demanding industry. It is no accident that we are recognized as one of the Best Places to Work in Indiana. We focus on giving employees: an incredible work space; a fun, collaborative, and creative atmosphere; an extremely generous compensation package; and dozens of outstanding and unique perks usually not found at one company.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.