IT Support Engineer

Callifony, a leading business communication platform is looking for production support IT support engineer providing 24 /7 expert technical support and consultation for Windows based operating systems. Position also requires significant experience with DNS, Web application, Emailing systems, IIS, Database Administration, Desk / C panel and other web control panels. Position conducts and coordinates the analysis, planning and implementation of systems software and/or hardware. Analyzes, designs, tests, debugs, maintains, modifies and documents operating systems. Defines systems hardware and/or hardware requirements and determines systems specifications and/or customizations. Coordinates the design of subsystems and integration of total systems. Identifies and resolves highly complex problems. Provides direction and/or guidance to less experienced staff.

Responsibilities:

• Manage multiple database, http, ftp, and mail servers
• Install, configure, maintain, and upgrade server software
• Install and configure off-the-shelf applications
• Oversee security issues and backup plans
• Support and maintain legacy platforms
• Acquire new platforms as needed
• Develop and refine support team escalation procedures
• Work towards platform hardware/software standardization
• Bridge web and in house hardware.
• Report on current and projected status of all platforms
• Interact with in-house staff and management as well as outside consultants, vendors, and support teams.
• Participate in long-term strategic decision-making regarding web activities.
• Taking ownership of technical issues, and working with our development group to resolve
more advanced issues when necessary.

Additional Responsibilities:

• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Supporting internal / external IT related issues
• Work with a team to automate management tasks, streamline processes and perform standard administration functions as needed
• Perform additional duties as assigned by management

Technical Experience:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows Desktop & Server + Linux OS environments
• Hands-on experience with working on Firewalls & VPN Configuration
• Hands-on experience with working on VMware Virtualized Environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, ortinet, SonicWALL, VMware or similar
technologies is a plus
• Significant experience managing web servers, ftp servers, mail servers. name servers
• Primary experience with Microsoft WinServer 2003 / 2008 greatly preferred
• Significant experience with IIS (preferred) or alternatively Apache; key protocols (ftp, smtp;
rdp, http; https; tcp/ip; etc.); remote hardware administration (stats; backup; real-time
monitoring); cron jobs; mime types (varied); DNS
• Experience with server performance issues, including load splitting/balancing, performance
tuning, SCSI/RAID/SATA, and network connectivity.
• Knowledge of security issues, web administration, parallel and mirror sites; user per missioning schemes all in a Microsoft server environment preferred.
• Familiarity with database administration MSSQL/ MySQL
• 2+ years working professionally in a comparable position and/or significant record of related
academic accomplishment.

Skills:

• the ability to think logically;
• a good memory of how software and operating systems work;
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
• the ability to work well in a team;
• problem solving skills;
• a strong customer focus;
• the ability to priorities your workload;
• attention to detail.