L3 Infrastructure Engineer

L3 Infrastructure Engineer

Buffalo WV(Onsite)

Fulltime

Job Description

• Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting configuration database administration and repair for server network infrastructure Data Center email file shares and other infrastructure issues. Besides always having the ability to deploy solutions to new problems Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues

• With years of experience the L3 experts can manage and resolve almost any problem that requires high expertise. They can also control the infrastructure cloud network and DC level operations. All the high-end administration tasks are secure in their hands and it is advisable to have at least an L3 level technician as a team leader in every operation. These engineers use requirements and aim to replicate problems to detect the root cause. They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service

• Responsible for providing support to customers by researching diagnosing troubleshooting issues and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. Handles the tickets routed by L1 support or can they produce tickets for any issue they observe

• Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements
• Roles & Responsibilities

Network (LAN WAN and Wireless)

Troubleshooting & admin of Cisco Layer 2 & Layer 3 Routing Cisco Wireless Networks Cisco PBX Administration Cisco standard protocols and Cisco CCNA certification

Ability to support IT Cabling Infrastructure Planning and Design. Examples of scope work (cable patching switch config/deploy port enable/disable analyze network traffic)

TCP/IP DHCP Subnetting VLAN POE

Experience with packet capturing example: Wire Shark

Network maintenance support and refresh

Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

Data Center (Server Room) Management

Site infrastructure knowledge (Power/UPS HVAC cabling etc.)

Experience installing and troubleshooting server room hardware components such as Rack Servers Fiber switches disk drives memory etc.

Smart Hands for remote teams & 3rd party ven dor management for issue escalation/resolution

Server Management

Must have experience in administering windows server operating systems e.g. Windows Server 2016 monitoring troubleshooting parts swaps/repair

DHCP DNS Print Server File Shares Microsoft SCCM

Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution

Working knowledge/experience supporting Hardware for servers data backup libraries and SAN/NAS

Server storage and backup systems maintenance support and refresh: Rackmount install and configure server hardware

Knowledge of Server 2012/2016 Policy and Security Management

Critical plant floor hardware support

Examples of work include items like MFG support (GALC AER creation PTCS etc.)

ANDON and PLC (Programmable Logical Controls) support knowledge

First level of support Business and Plant Floor applications managing escalation of issues to the Subject Matter Experts (SMEs)

Excellent troubleshooting (critical thinking) problem solving & root cause analysis skills for Outage & Problem Management

Exceptional customer service and ability to work well under pressure e.g. plant down situation outages critical plant floor equipment require a 15-minute turnaround time

On-call 24x7 availability during non-work hours and ability to work flexible hours and overtime

Others Must Have Attributes for Level 3

Ability to lift 50 lbs. and be able to climb ladders and staircases to access IT equipment

Ready to travel to other Toyota sites/locations within the US to support on a short basis.

Strong team worker with professional demeanor and strong ethics

Good written and oral communication skills are required

Experience with remote control tools and remote support (off-site)

Ongoing support of various Manufacturing computer systems

Windows Active Directory: Maintenance kiosks OU configuration Group Policy Objects

Change Management process

Associate or bachelors degree in computer information systems Computer Science or related field

TMMBC English 50%-100% Competence

Nice To Have

Experience and/or knowledge of PLCs a plus.

Plant Monitoring software knowledge (Active Plant Wonderware Ignition)

Knowledge of iGear Kepware or other machine data gathering tools

SQL Server database administration (backups security monitoring etc.)

Manage storage and backup systems

Previous experience supporting a large corporate manufacturing environment

Experience supporting and troubleshooting Business and Mission Critical applications

3 to 5 years of experience performing Level 3 responsibilities

Knowledge of Cisco Voice over IP hardware/software/server operation/configuration

Provide technical assistance and support and resolve problems related to the use of computer hardware and software Analyze resolve respond to and document end user inquiries.

Install desktop/Laptop printers/scanners and other peripheral software using approved tools.

Troubleshoot Operating System issue. Connection issues with LAN/WAN.

Update tickets with accurate and timely records of work performed and resolution details

Maintain and contribute to a knowledge base.

Coordinate hardware warranty repair.

Perform inventory management activities as required in coordination with asset management and other corporate groups.

Escalate to 3rd party vendors when necessary

Responsible for raising and coordinating problem management issues

Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA KPI Management.

Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.

In contrast to certified technicians they are not necessarily trained nor duly recognized to specialize in specific technology.

Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories.

Receives instructions from certified technicians and project managers to troubleshoot advanced issues.

Provide on-site operational support service for remote management installation and troubleshooting of data center equipment.

Primary responsibility to manage End User related incidents and requests.

Go to person for all plant IT related requests (Password resets access etc. specific to plants).

Thanks & Regards

Chandragupt Shivam

Ph : EXT-3188

Synchrony Systems Inc.

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