Carousel Industries

Principal Engineer - Data Center

Posted Date 1 month ago(2/28/2020 10:09 AM)
ID
2020-2770
# of Openings
1
Job Location
US-RI-Exeter

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

 

 

Responsibilities

Position Summary:

This is an expert-tier “Level 4” support position in Carousel’s NOC for the Systems Engineering (Server & Storage) Managed Services team, which supports Carousel’s customers. Principal Engineers in this team are responsible for:

  • Diagnosing and remediating incidents and problems related to Windows Servers, virtualization products, Linux Servers, and enterprise storage products
  • Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within Systems Engineering team
  • Working within a team of Carousel Systems Engineering colleagues, Carousel service desk, vendors, client personnel, various managed services engineering teams, and project personnel
  • Fulfilling complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
  • Utilizing existing tools, including OpsRamp, to proactively recognize issues and trends
  • Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
  • Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
  • Mentoring Technicians, Level 1 Associate Engineers, Level 2 Engineers, and Level 3 Engineers
  • Acting as Lead Support Engineer (LSE) for designated Carousel customers, providing on-going capacity planning and recommending and implementing leading practices
  • Creating scripts to automate routine system management and administration tasks
  • Maintain top-level expertise with multiple key products serviced by the Systems Engineering team, achieving skill mastery in at least one technology supported, being the top expert in Carousel’s Managed Services organization in that skill area

 

Essential Duties and Responsibilities

  1. Customer Support
  • Acts as an escalation point for incident and problem resolution.
  • Services customers’ simple and complex service requests and MACD tickets across multiple technical platforms.
  • Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. Technology serviced may include (but will not be limited to) the following:
    • Server OS: Microsoft Windows and Linux
    • Virtualization: VMware
    • Storage: NetApp and Dell EMC
    • Server Hardware: Cisco UCS, HPE, Dell PowerEdge
    • Hyper Converged: Nutanix, Simplivity, HyperFlex
    • Layered Products: MS Exchange, Active Directory, Veeam, VMware SRM, Skype for Business
    • Cloud Products: Azure IaaS, AWS IaaS, Office 365
  • Maintains expert-level knowledge of PowerShell scripting or Linux shell scripting, and organizes training of other team members
  • Coordinates all required resources for applying fixes to recurring incidents and issues.
  • Executes patches and upgrades of the following:
    • Windows Servers, Linux Servers, VMware Hypervisors, Cisco UCS Firmware, SAN Firmware/OS
  • Resolves escalated customer issues, providing detailed and immediate notifications and explanations to Carousel leadership and senior customer personnel.
  • Maintain discipline and professionalism during all interactions and in all verbal or written communications.
  • Ability to access and navigate ServiceNow (Carousel’s ticketing and ITSM system) as well as 3rd party ticketing systems and support sites in order to obtain and apply firmware, software, and licenses.
  • As demand dictates, Principal Engineers may be asked to work on lower-level issues or answer phone calls and emails from customers on the “front line” during overflow situations
  1. Reporting/Information Resources
  • Performs routine reporting and analysis of data elements via various client access methods/systems.
  • Responsible for inputting data into Carousel’s ticketing, alarming, and other internal tracking systems.
  • Identifies and researches account discrepancies to ensure data consistency between systems.
  • Provide capacity planning and environment assessment deliverables periodically to customer and Carousel’s leadership.
  • Corrects and updates system information as needed.

 

  • Analysis, Problem Solving, and Service Planning

 

  • Responsible for making decisions in resolving all problems of a technical nature within the engineer’s realm of expertise, acting as ultimate support escalation point for these technologies within Carousel.
  • Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
  • Plan and organize own day to day tasks within the parameters set out by leadership in line with service delivery
  • During each shift worked, update all tickets not in an “SLA Paused” state that are assigned to self
  • Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
  • Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports
  • Provide support to sales teams during pre-sales engagement with prospective customers

 

  1. Developing Knowledge of Internal Process, Systems and Technology

 

  • Develop expert-level knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
  • Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
  • Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousel’s customers; use experience to make any appropriate recommendations.
  • Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
  • Organize training and skill development for other members of the team.
  • Understand individual and departmental goals and the direction to achieve the goals.

 

Non-Essential Duties and Responsibilities:

 

  • Performs other duties as assigned.

Qualifications

 

Basic Qualifications:

 

  • A minimum of 7 years experience supporting Microsoft Windows servers
  • A minimum of 5 years experience supporting VMware, Skype for Business, or Microsoft Exchange
  • At least 3 years experience supporting Enterprise-grade server or storage hardware
  • At least 2 years experience developing scripts with conditional logic
  • Experience working with Linux
  • Familiarity with Active Directory, DNS, and DHCP
  • Bachelor’s Degree preferred; or minimum of high school diploma (or equivalent) and 8 years of experience in an IT or MSP role required.
  • MCSE and/or VCP certification
  • Prior experience working in a service desk or a technical call center environment.
  • Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
  • Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
  • Excellent communication, organizational and time management skills.
  • Ability to work independently as well in a team environment.
  • Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
  • Strong computer skills, including intermediate typing abilities.

 

Preferred Qualifications:

 

  • Experience with Microsoft Office – intermediate to advanced (preferred)
  • Experience with ServiceNow
  • Experience working within a NOC environment
  • Certifications from Microsoft, NetApp, and Cisco

 

Physical/Mental Requirements:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to:

 

  • Regularly analyze problems, which arise in the system environment and to correct these problems.
  • Have the mental capacity to analyze data and perform statistical analyses (computer assisted).
  • Have good interpersonal and communication skills (both oral and written) and be sensitive, adaptable, professional, and articulate when dealing with others.
  • Lift and/or move up to ten (10) pounds; occasionally lift and/or move up to twenty-five (25) pounds; and occasionally lift and/or move up to fifty (50) pounds.
  • Occasionally stoop, crouch, and reach.
  • May be required to sit for long periods of time.
  • Hone listening skills to comprehend the scope of the issue.
  • Regularly talk and hear.

 

Training Requirements:

 

Throughout the year there will be opportunities to take self-paced and classroom training. This will be scheduled based on job requirements. You will be required to earn, hold, and maintain all of the following certifications:

 

  • Either Microsoft Certified Solutions Expert (MCSE) Core Infrastructure or Microsoft Certified Solutions Expert (MCSE) Productivity Solutions Expert
  • VMware Certified Professional (VCP)
  • Cisco Data Center Unified Computing Support Specialist
  • NetApp Certified Technology Associate

 

Working Hours:

  • Schedule will be assigned based on shift.
  • You may be assigned to different work schedules/shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.

 

Travel Requirements:

  • May be required to visit customers around U.S. during Quarterly Business Reviews, during high-value pre-sales opportunities, or during periods of escalation activity; travel not expected to exceed 15%
  • May be required to travel locally to client premises to troubleshoot issues on site.

 

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