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Job Description:
Perform Level II/III
escalation support of all production Windows environments. Support
tasks include system administration, troubleshooting, performance
tuning, patch management, assist in procurement, and detailed
documentation. Support tasks will be performed independently, and
with minimal day-to-day management supervision. Will be expected to
be fluent in all services managed by the team, in addition to
assuming department lead and/or primary support ownership of
specific system or network services. Will be expected to conduct
cross-training/mentor sessions with his/her department on a
scheduled basis. Will be expected to participate in On-call
rotations, and provide 24x7 remote, or onsite support (per DC
Operations escalation notifications.) Will be expected to
successfully complete annual performance goals, including individual
SLA metrics, continuous training/certification programs, and focused
projects.
Roles &
Responsibilities:
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Serve as Level II/III escalation point
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Microsoft Windows 200x/XP server operating systems.
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Microsoft SMS infrastructure, packaging, and patch management.
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Terminal Server / RDP Thin-client environments.
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HP/Dell/IBM equipment break/fix.
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Coordinate and manage Departmental shares on SDCDEPTS01 (Siebel’s
legacy Departmental server).
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Symantec Live
State Recovery (in process as of 7-2006)
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Balance support tasks and project workloads.
o
Work independently on daily operational tasks with minimal
day-to-day management supervision.
o
Take pro-active ownership of projects/tasks, including the
relentless drive to improve daily processes.
o
Ensure all
assigned SRs are properly prioritized and completed in a
professional and timely manner.
o
Offer full Level II/III escalation assistance
o
Work with Operations, Engineering, and Information Security for the
specification, procurement, deployment, upgrade, support and
maintenance of production IT Windows systems and environment.
o
Work with Operations and Engineering to drive server standards
worldwide.
o
Assist to develop and maintain server equipment standards.
o
Proactive development and maintenance of support documentation to be
shared within department.
o
Proactive planning, and completion of OS and application training.
Attend industry conferences, and/or focus groups to keep up-to-date
with changing vendor technologies.
o
Earn confidence of Operations manager, and assume additional
responsibility of representing the team in customer facing meetings.
o
Full understanding, and support of the Change Management (COMS)
process.
o
Full understanding, and support of the GIT tools and process
including Pinger, EM, GlobalDC, ITAS, Teleservice, TAR (for
On-Demand tasks.)
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Monitor, tune, support corporate NetBackup backup environment for
optimal performance (Legacy Siebel)
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Support the off-site storage rotation / vaulting. (SLC)
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Provide secondary support for SLC DVD-ROM library and supporting
environment. (Legacy Siebel)
o
Maintain the server inventory database with goal of 100% accuracy (ITAS,
ITAMP).
o
Ownership of server rows at SDC and SDR. This includes racking,
installation, and maintenance to follow all aspects of documented
procedures. (Legacy Siebel)
o
On-Demand (OOD,
SOD, PSOD) server image installs/re-builds, network procurement
management, configurations, OS administration/troubleshooting.
Knowledge and Competencies Required:
Must have
excellent written, and verbal communication skills. Must have
excellent time-management skills. A college degree, or a minimum of
five (5) years equivalent experience in Microsoft Windows 200x/XP
operating systems and related services (AD/WINS/DNS/DHCP/IP.)
Microsoft Certified System Engineer (MCSE) in Windows 2000, or a
strong (MCP) in training towards higher certification. Moderate
understanding of Terminal Server thin-client technology, and system
administration. Understanding of standard HP/Dell/IBM hardware
troubleshooting and repairs. Understanding of SAN/NAS/RAID
technologies and configuration.
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