Cloud Infrastructure Systems Engineer

George Jon is a pioneering data infrastructure specialist delivering stable, scalable, fault tolerant environments for all eDiscovery applications. We work with top 200 law firms, government agencies, Fortune 500 companies and leading service providers worldwide to quickly and strategically implement large-scale eDiscovery eco-systems. We manage, monitor and perfect eDiscovery systems 24/7, offering turnkey solutions that ensure our environments are optimized, productive and profitable.

RESPONSIBILITIES

The Cloud Infrastructure Systems Engineer is responsible for designing and maintaining the integrity of internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

KEY JOB FUNCTIONS

• Design, deploy, and maintain high availability systems and networking infrastructure for both internal and cloud systems
• Design, deploy, and support a “hybrid cloud” solution utilizing Microsoft Azure platform
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies: VMware, Citrix and Microsoft
• Design and support a “hybrid cloud” solution utilizing Microsoft Azure platform and other IaaS, PaaS, and SaaS solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Administer hosted and cloud solutions for customers using technologies that meet their requirements
• Support disaster recovery solutions
• Remote access solution support: VPN, Terminal Services and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Document maintenance for all computer systems and network infrastructure
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

ADDITIONAL DUTIES & RESPONSIBILITIES

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Participate in on-call support rotation
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Work through a daily schedule in ConnectWise that has been established through the dispatch process
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager
• Enter all work as service or project tickets in ConnectWise
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

To perform this job successfully, the applicant must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
• Networking: Switching/Routing/Firewall - Cisco, HP, Dell, Force 10, SonicWall, Fortinet, Palo Alto
• Storage: Dell EqualLogic, Dell Compellent, EMC, Synology; iSCSI, Fibre, DAS, NAS
• Backup and Disaster Recovery: Designing and maintaining cold, warm, and hot sites. Software - Dell, Veeam, RedGate, DoubleTake
• Antivirus: Trend, AVG
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

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