Jobs at Advarra

The Server Support Engineer III will provide advanced technical support for server infrastructure, applications, backup and recovery systems, identity management, and production environments. This role serves as a Tier 3 escalation point, troubleshooting complex infrastructure issues, monitoring system performance, managing operating system and application lifecycles, supporting disaster recovery, and implementing system upgrades and automation. The ideal candidate will have strong Windows Server and Active Directory expertise, experience with Microsoft 365 and cloud technologies, familiarity with Linux environments, and excellent analytical and troubleshooting skills.

• Perform and monitor backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery is tested, and evidence of these recorded.
• Perform requested file recovery operations from backup.
• Provide telephone and remote technical assistance to Advarra internal users of Applications.
• Collect and analyze data, providing formatted reports on request.
• Acts as tier 3 escalation point for service requests.
• Triage and evaluate escalated problem cases from the help desk team, determining what problem is occurring and proper steps to resolve the issue.
• Review automatically generated alerts, determining what problem is occurring and proper steps to resolve the issue.
• Review system telemetry looking for anomalies or other indicators of poor system operation, determining what problem is occurring and proper steps to resolve the issue.
• Regularly communicates status to end-users and management for impacting issues and updates communication records.
• Patch and/or upgrade firmware, operating systems, and applications by following internal work instructions and industry best practices.
• Document the changes made, or any new process implemented.
• Project plan for any technology change/implementation.
• Lifecycle management of Server OS & Applications.
• Licenses Management.
• Disaster Management.
• Automation
• Perform common maintenance tasks by following internal work instructions.
• Perform access control changes by following internal work instructions.
• Contribute updates to internal work instructions as systems or processes change.
• Stays current on the business processes and system use employed by Advarra front-line employees. Follows IT Department and Advarra Procedures.
• Administer and support Okta Identity Engine, including support of integrated applications and account lifecycle support.
• Support critical line of business applications.
• Other duties as assigned.

Education

• B.E/B.Tech (Preferably in Computer Science)

Certification

• MCSE & Office 365

Experience

• 5-8 years of experience with computing, troubleshooting and resolving server and application issues with an analytical approach

Knowledge/Skills/Abilities

• Detail oriented with proven analytical skills including ability to quickly identify errors and determine the underlying systemic problems that perpetuate that category of error
• Strong research, investigation and evaluation skills
• Excellent customer service skills
• Effective and positive interpersonal skills
• Excellent written English language communication skills
• Proficient at troubleshooting production issues, solving problems, and implementing updates to production software.
• Proficient with Windows Server operating systems.
• Familiar with virtualization.
• Experience working with Microsoft Active Directory: creating accounts, groups, resetting passwords, troubleshooting group policy.
• Experience with Microsoft Office 365, Exchange Online, and SharePoint Online.
• Awareness of AWS EC2, EBS, VPC, and ELB technologies.
• Familiar with Red Hat and Ubuntu Linux operating systems, Linux’s Bash shell and associated command line tools.
• Familiarity with Ansible or other task automation tools.
• Familiarity with TCP and UDP network protocols, basic network troubleshooting.
• Working knowledge of Change Management principles and best practices.
• Experience and familiarity with common desktop computing software, including word processors, spreadsheets, e-mail clients, web browsers, & presentation tools
• Proficient in Microsoft Office Suite