L3 Infrastructure EngineerLocation: Buffalo, WV (Onsite)Duration: Long-termJob DescriptionMust Have Technical/Functional SkillsTier 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 issuesWith 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 serviceResponsible 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 observePlays 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 agreementsRoles & ResponsibilitiesNetwork (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 certificationAbility 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, POEExperience with packet capturing example: Wire SharkNetwork maintenance, support and refreshSmart Hands for remote teams & 3rd party vendor management for issue escalation/resolutionData Center (Server Room) ManagementSite 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 vendor management for issue escalation/resolutionServer ManagementMust have experience in administering windows server operating systems e.g. Windows Server 2016, monitoring, troubleshooting, parts swaps/repairDHCP, DNS, Print Server, File Shares, Microsoft SCCMSmart Hands for remote teams & 3rd party vendor management for issue escalation/resolutionWorking knowledge/experience supporting Hardware for servers, data backup libraries and SAN/NASServer, storage and backup systems maintenance, support and refresh: Rackmount, install and configure server hardwareKnowledge of Server 2012/2016 Policy and Security ManagementCritical Plant Floor Hardware SupportExamples of work include items like MFG support (GALC, AER creation, PTCS, etc.)ANDON and PLC (Programmable Logical Controls) support knowledgeFirst level of support Business and Plant Floor applications, managing escalation of issues to the Subject Matter Experts (SME's)Excellent troubleshooting (critical thinking), problem solving & root cause analysis skills for Outage & Problem ManagementExceptional customer service and ability to work well under pressure e.g. plant down situation, outages, critical plant floor equipment require a 15-minute turnaround timeOn call 24x7 availability during non-work hours and ability to work flexible hours and overtimeOthers Must Have Attributes for Level 3Ability to lift 50 lbs. and be able to climb ladders and staircases to access IT equipmentReady to travel to other Toyota sites/locations within the US to support on a short basis.Strong team worker with professional demeanor and strong ethicsGood written and oral communication skills are requiredExperience with remote control tools and remote support (off-site)Ongoing support of various Manufacturing computer systemsWindows Active Directory: Maintenance kiosks, OU configuration, Group Policy ObjectsChange Management processAssociate or bachelor's degree in computer information systems, Computer Science or related fieldTMMBC English 50%-100% CompetenceNice To HaveExperience and/or knowledge of PLC's a plus.Plant Monitoring software knowledge (Active Plant, Wonderware, Ignition)Knowledge of iGear, Kepware, or other machine data gathering toolsSQL Server database administration (backups, security, monitoring, etc.)Manage storage and backup systemsPrevious experience supporting a large corporate, manufacturing environmentExperience supporting and troubleshooting Business and Mission Critical applications3 to 5 years of experience performing Level 3 responsibilitiesKnowledge of Cisco Voice over IP hardware/software/server operation/configurationProvide 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 detailsMaintain 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 necessaryResponsible for raising and coordinating problem management issuesPerform 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).