Job Description Summary Supports client environments as member of Logicalis' 24x7x365 operations team. Responsible for support, incident management, problem management and change management for devices and resources monitored by Logicalis Managed Services. Provides Tier 3 engineering and support for relevant technology of environments. Essential Duties and Responsibilities * Performs installation, configuration, maintenance, monitoring and support for backup and storage hardware and software used by Windows, UNIX and iSeries operating systems in both Logicalis Data Centers and remote client locations. * Supports clients with design, implementation, daily monitoring and maintenance of backup solutions implemented within client or LEC infrastructure across heterogeneous operating system (OS) platforms. * Supports escalated backup and storage support issues, coordinate communications between operations staff and supports staff to resolve complex issues. * Acts as escalation point for lower tier technical teams; directs team members in incident, problem and change request resolution and provides guidance on projects. * Participates in managing customer change requests and problem ticket resolution. * Demonstrates expert level skills in areas of design, implements and troubleshoots complex backup recovery and storage environments. * Interacts with other support departments to provide resilient computing environments for Logicalis customers. * Documents environments, processes and procedures to enable support of environments by other members of the backup and storage team. * Provides periodic environment review and suggests enhancements of services or resiliency of environments. * Works with Service Delivery Managers (SDMs) to propose enhancements to clients' storage infrastructure to meet compute environment requirements. * Remains current on technical and company related literature/correspondence and regularly reviews administrative procedures. * Keeps current with manufacturer technical certifications, specialization exams, and licenses. * Creates and documents media rotation processes including integration to Service Now and third party remote hands and offsite storage. * Identifies, tests, evaluates, and documents backup and recovery solutions. * Collects statistical information to monitor growth and reports to management. * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education * Associate degree in a related field. Experience / Technical Requirements Storage: * Implementing, upgrading and administering enterprise and mid-range storage hardware and software in Fibre Channel SAN, FCoE and ISCSI environment from any two or three major storage vendors: * IBM/Storwize * Cybernetics * Exagrid * EMC Clariion/CX, VNX, XtremIO, Isilon and/or VMAX lines * NetApp (7mode, C-DOT), AltaVault * HPE Alletra * Dell Backup: * Implementing, upgrading and administering enterprise environments utilizing backup technology from any major storage vendors: * Veeam Backup and Replication 12x and up * Veeam Backup