Technical Support Engineer

DataBank is hiring for an overnight Technical Support Engineer role in Dallas, TX (remote). In this position, you will serve as a primary technical contact during overnight hours, helping keep customer systems stable through monitoring, incident response, patch management, and scheduled maintenance designed to meet SLA requirements.

What You’ll Do Overnight

• Act as the primary point of contact for overnight customer incidents submitted through the DataBank portal or by phone.
• Monitor and respond to alarms for both internal and customer systems, including proactive monitoring of production systems for performance issues, failed hardware, alert conditions, and other business-impacting events.
• Troubleshoot issues across virtual platforms and virtual infrastructure, including vCenter and vCloud, and perform approved maintenance activities within the VMware environment.
• Investigate and resolve network issues related to routing, firewalls, and load balancers, and escalate to Tier 2 when needed.
• Complete overnight service requests for account creations and modifications, including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP.
• Adjust resources for IaaS and PaaS customers, including RAM, CPU, and disk space, to meet customer requirements.
• Execute approved patch management cycles for Windows and Linux server environments during overnight maintenance windows, including OS-level security patches, hotfixes, and cumulative updates using tools such as WSUS, SCCM, or equivalent platforms.
• Validate patch deployment success, review system health after patching, and document outcomes for each patching cycle.
• Coordinate with the day-shift team and follow the change management process to ensure patching activities are pre-approved and scheduled appropriately.
• Identify patch failures or systems requiring remediation, and escalate unresolved issues with full documentation to the next shift.
• Maintain patching logs and contribute to monthly compliance reports for customer environments.
• Run scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changes.
• Perform and document decommissioning and provisioning activities for physical and virtual servers as scheduled.
• Support backup verification and restore testing using tools such as Veeam, Commvault, or equivalent platforms, escalating failures immediately.
• Handle DNS creation and modifications as part of scheduled change requests.
• Communicate maintenance activities with customers in advance and provide clear status updates through completion.
• Complete shift handoff documentation that summarizes maintenance performed, incidents responded to, and items requiring day-shift follow-up.
• Support Microsoft Windows-based server systems and associated technologies, including server clustering, DHCP, DNS, WINS, and DFS.
• Maintain and configure Microsoft Active Directory, including users, groups, group policies, replication, interoperability with disparate directory structures, and security methods.
• Provide technical assistance to DataBank customers for the support and management of Windows and Linux servers.
• Perform ticket escalations to appropriate IT teams within DataBank and coordinate with on-call engineers for critical overnight incidents.
• Contribute to team standards, policies, procedures, documentation updates, and runbooks, and identify efficiencies to improve overnight processes.

What You Bring

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 3+ years of experience in the Information Technology field.
• 2+ years working with Windows and/or Linux platforms, with ability to troubleshoot network connectivity issues at both the application and server OS level.
• 2+ years of knowledge of virtual infrastructure technologies, specifically VMware vSphere and vCenter Administration.
• Hands-on experience with patch management tools such as WSUS, SCCM, or equivalent, including patch scheduling, compliance reporting, and rollback procedures.
• Experience executing scheduled maintenance tasks and change management procedures in an enterprise environment.
• Experience managing and configuring Active Directory, including users, groups, group policies, replication services, and folder redirection.
• Experience with network monitoring tools (e.g., Zabbix, ScienceLogic, SolarWinds, Nagios).
• Experience with routers, switches, firewalls, and load balancers, including knowledge of TCP/IP network administration and troubleshooting.
• Experience supporting Microsoft products including SharePoint, Office 365, and SCCM.
• Fundamental backup and patching knowledge; familiarity with Veeam or Commvault is a plus.
• Understanding of authentication mechanisms, including MFA and the OSI model.
• Scripting experience with Python, PHP, or PowerShell is a plus, especially for automating patch or maintenance tasks.
• Experience with Ansible is a plus.
• Excellent troubleshooting and problem-solving skills, strong written communication for shift handoff documentation, and the ability to prioritize and meet deadlines.
• Ability to work independently with minimal supervision during overnight hours.
• Reliable and punctual with comfort maintaining a consistent overnight shift schedule.
• Superior customer service skills and clear communication with customers during off-hours maintenance activities.
• Strong organization and a self-starter who performs well in a structured, process-driven environment within a growing enterprise.

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• 3 weeks Paid Time Off and Paid Holidays

Schedule

• This is a full-time overnight position.
• Shift hours and specific days will be discussed during the interview process.
• The role requires consistent availability during overnight hours and may include weekend coverage as part of the team’s rotation.