Technical Support Engineer Remote/Overnight - DataBank

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBanks managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Support Engineer (Overnight) is a member of the Support Operations team in the Managed Services department and reports to the Overnight Support Manager. This individual serves as the primary point of contact during overnight hours, providing system management, monitoring, patch management, and scheduled maintenance to meet and exceed the SLA requirements of DataBank while maintaining industry best practices in a multi data center environment. The Overnight Technical Support Engineer 1 addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution, while executing planned maintenance windows and patching activities with minimal disruption to customer environments.

The ideal candidate is highly self-motivated, detail-oriented, and comfortable working independently during overnight shifts. They thrive in a structured environment, follow established management procedures, and communicate clearly with both customers and day-shift teams during handoffs.

RESPONSIBILITIES:

Overnight Monitoring & Incident Response

• Serve as the primary point of contact for all overnight customer incidents submitted via the DataBank portal or by phone
• Monitor and respond to alarms for DataBanks internal and customer systems, including proactive monitoring of all production systems for performance, failed hardware, alert conditions, and other issues affecting business operations
• Troubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud; perform maintenance activities within the VMware platform
• Troubleshoot network issues related to routing, firewalls, and load balancers; escalate to Tier 2 teams as needed
• Fulfill overnight service requests for account creations and modifications including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP