POSITION DESCRIPTION:

The IT Desktop Support Specialist assists with technical project execution by helping evaluate requirements, testing and training on new IT services, and providing initial post-implementation support. They collaborate with data center engineers and application specialists across the EU and US, delivering hands-on IT support and assisting with project rollouts. The role is part of a global team, handling Level 1 and 2 incidents across regions, and requires working remotely while reporting to IT leadership in Europe.

EXPERIENCE:

RESPONSABILITIES:

• Act as a liaison between the company and providers of IT assets, IT services, and warranties.
• Maintain and update the IT asset inventory.
• Provide support by handling all IT queries submitted to the IT Helpdesk by local employees.
• Manage IT queries from other locations as directed by management.
• Perform initial diagnosis, categorization, and prioritization of all incidents and service requests, and provide first-line resolution when applicable.
• Provide testing and support for IT systems during office relocations or redesigns.
• Proactively monitor ticket queues using the IT Help Desk to ensure all tickets are updated.
• Escalate unresolved incidents to the appropriate Level 3 IT team.

NETWORK RESPONSABILITIES:

• Manage all LAN devices from the firewall downward, including scanners used in warehouse areas.
• Manage the relationship between the operating company and the local ISP.
• Proactively manage end-user computers using Intune Company Portal to ensure optimal performance and security against threats.
• Configure and install printers.
• Build, configure, and install PCs, laptops, and mobile devices according to defined standards.
• Install applications, ensuring all software is properly approved and licensed.

POSITION DESCRIPTION:

• Collaborate with Operations and Client Support teams on resolving day-to-day issues.
• Collaborate with network architects on network improvement projects.
• Create, maintain and follow standard build documentation.
• Configuration of access layer switches and branch routers according to standard build templates.
• Schedule and execute IOS updates of route\switch equipment and other maintenance related activities.
• Monitor, troubleshoot and resolve network and switching performance and integrity issues.
• Resolve network system and application performance issues with the use of packet capture and protocol analysis (using wireshark, iPerf, etc).
• Open support tickets and work with external vendors (i.e TAC, telecom carriers) as needed to resolve issues.
• Secure network system by establishing and enforcing policies and defining and monitoring access.
• Update job knowledge by participating in educational opportunities and reading professional publications.
• Review Solarwinds and other management platforms for network status and utilization trends and address any identified issues.
• Maintain detailed change logs in Cherwell service management system.
• Study network configurations throughout the network environment to develop in-depth understanding of the Rust-Oleum enterprise network and learn how it integrates with other systems (compute, storage, security).
• Use learned in-depth knowledge to look for opportunities to optimize network configurations or operations and produce detailed plans to implement those improvements.
• Handle problem(s) from start to finish and escalate if necessary to the architects only after efforts have been exhausted.
• Ability to clearly and logically understand the problem at hand and resolve the issues which may require thinking outside of normal constraints of structured processes
• Technical Project Management

EXPERIENCE:
5-10+ years experience performing infrastructure and engineering activities or demonstrated skills and attributes based on assigned projects.

SKILLS:

• Understand intermediate to advanced (CCNP level) LAN concepts (switching, VLANs, ACLs, STP, DHCP, DNS, etc.).
• Understand intermediate to advanced (CCNP level) WAN concepts (routing, EIGRP, BGP, NAT, DMVPN, IPSec, VRF, QoS, etc.).
• Understanding of wireless technologies (Controller-based WLAN, WPA2, 802.11a/n/ac/ax).
• Experience with implementing and maintaining encryption techniques and standards (PKI, AES MD5, SSL, SSH), in a client and site-to-site configuration.
• Automation scripting is a plus (REST, Python, TCL, etc).
• Be proactive and be dedicated to doing the job right the first time.
• Self-starter who takes matter in own hands and continuously improves the environment to add value.
• Problem solving and analytical skills.
• Strong documentation skills in various formats (procedural, Visio diagramming, IPAM).
• Prompt and clear communicator, both written and orally.
• Be part of the team and understand that team cooperation is important.

POSITION DESCRIPTION:

Hands-on senior level support engineer in Compute, Vmware Virtualization and Windows Server Support Engineer with expert level ability to design, develop and support solutions. Position includes responsibilities for computing and storage support, security, Active Directory, solutions design, operational support, health monitoring, patching, updating and migration projects covering mixed technologies in a diverse environment. Operational platforms include on-prem and Azure in a hybrid environment where the Sr. Systems Support Engineer will perform services on all platforms.

EXPERIENCE:

• 5-7+ years VMware vSphere 6.0 – 7+, Microsoft Windows Server 2008R2 – 2016, and expert Active Directory. HPE (or similar) compute, storage, and virtualization experience required. Candidate must have strong enterprise level experience, be able to support and maintain hundreds of VMs, expert knowledge of AD GPOs, and make enterprise wide changes in a planned, and orchestrated fashion.
• Must be able to adapt to dynamic requirements, complex interdependent applications, with rapidly evolving project goals.
• 5+ years Azure Compute and storage builds, Azure Networking, systems security, monitoring and support, troubleshooting and resolving issues in the daily operations of the platforms.
• EMS E5 experience across enabled security suites.
• 5-7+ years of experience strong Windows OS, Active Directory, and automation skillsets.
• Must have expert level knowledge of AD, AD group policy design, and Windows/AD security best practices.
• AD migration and consolidation experience in global companies with thousands of users.
• 2008R2-2016 migration experience, solution architecture, Vmware Horizon, SRM, Disaster and Site Recovery, backup and recovery.