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L3 Infrastructure Engineer
Artech LLC
- 🇺🇸 United States
- On-site
- Manager or above
- 3 weeks ago
- $35 – $40 / hour
- Cisco
- CCNA
- TCP/IP
- DHCP
- HVAC
- Windows Server
- DNS
- SCCM
- PLC
- Windows
- Active Directory
- Group Policy
- Change Management
- Ignition
3 weeks ago
Title: L3 Infrastructure Engineer
Locations: Onsite: Liberty NC - 27298 (100% On-site)
Duration: 12 Months
Pay Range: $35 - $40/Hour on W2/C2C (All inclusive)
Must Have Technical/Functional Skills
- Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems.
- Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
- Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues
- With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise.
- They can also control the infrastructure, cloud, network, and DC level operations.
- All the high-end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation.
- These engineers use requirements and aim to replicate problems to detect the root cause.
- They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service
- Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems.
- This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents.
- Handles the tickets routed by L1 support or can they produce tickets for any issue they observe
- Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1).
- Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements
Network (LAN, WAN and Wireless)
- Troubleshooting & admin of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification
- Ability to support IT Cabling, Infrastructure Planning, and Design. Examples of scope work (cable patching, switch config/deploy, port enable/disable, analyze network traffic)
- TCP/IP, DHCP, Subnetting, VLAN, POE
- Experience with packet capturing example: Wire Shark
- Network maintenance, support and refresh
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution
- Site infrastructure knowledge (Power/UPS, HVAC, cabling, etc.)
- Experience installing and troubleshooting server room hardware components, such as Rack Servers, Fiber, switches, disk drives, memory, etc.
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution
- Must have experience in administering windows server operating systems e.g. Windows Server 2016, monitoring, troubleshooting, parts swaps/repair DHCP, DNS, Print Server, File Shares, Client SCCM
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution
- Working knowledge/experience supporting Hardware for servers, data backup libraries and SAN/NAS
- Server, storage and backup systems maintenance, support and refresh: Rackmount, install and configure server hardware
- Knowledge of Server 2012/2016 Policy and Security Management
Critical plant floor hardware support
- Examples of work include items like MFG support (GALC, AER creation, P***, etc.)
- ANDON and PLC (Programmable Logical Controls) support knowledge
- First level of support Business and Plant Floor applications, managing escalation of issues to the Subject Matter Experts (SME’s)
- Excellent troubleshooting (critical thinking), problem solving & root cause analysis skills for Outage & Problem Management
- Exceptional customer service and ability to work well under pressure e.g. plant down situation, outages, critical plant floor equipment require a 15-minute turnaround time
- On-call 24x7 availability during non-work hours and ability to work flexible hours and overtime
Others Must Have Attributes for Level 3
- Ability to lift 50 lbs. and be able to climb ladders and staircases to access IT equipment
- Ready to travel to other Client sites/locations within the US to support on a short basis.
- Strong team worker with professional demeanor and strong ethics
- Good written and oral communication skills are required
- Experience with remote control tools and remote support (off-site)
- Ongoing support of various Manufacturing computer systems
- Windows Active Directory: Maintenance kiosks, OU configuration, Group Policy Objects
- Change Management process
- Associate or bachelor’s degree in computer information systems, Computer Science or related field
- TMMBC English 50%-100% Competence
Nice To Have
- Experience and/or knowledge of PLC’s a plus.
- Plant Monitoring software knowledge (Active Plant, Wonderware, Ignition)
- Knowledge of iGear, Kepware, or other machine data gathering tools
- SQL Server database administration (backups, security, monitoring, etc.)
- Manage storage and backup systems
- Previous experience supporting a large corporate, manufacturing environment
- Experience supporting and troubleshooting Business and Mission Critical applications
- 3 to 5 years of experience performing Level 3 responsibilities
- Knowledge of Cisco Voice over IP hardware/software/server operation/configuration
- Provide technical assistance and support, and resolve problems related to the use of computer hardware and software Analyze, resolve, respond to, and document end user inquiries.
- Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools.
- Troubleshoot Operating System issue. Connection issues with LAN/WAN.
- Update tickets with accurate and timely records of work performed, and resolution details
- Maintain and contribute to a knowledge base.
- Coordinate hardware warranty repair.
- Perform inventory management activities as required in coordination with asset management and other corporate groups.
- Escalate to 3rd party vendors when necessary
- Responsible for raising and coordinating problem management issues
- Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
- Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
- In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology.
- Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories.
- Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
- Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
- Primary responsibility to manage End User related incidents and requests.
- Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
- Cisco Certified
- CCNA
- Field Services
- IT Support
- Site Support
- End User Computing Engineer
- IT Network Engineer
Pre-Screening Questionnaire
- Should be able to work in any shifts
- Working on weekends
- Overtime Work
- 7+ Yrs
Education
- Bachelor’s degree
•   Inclusive and diverse work environment
•   Opportunities for professional growth and development
•   Comprehensive health and wellness benefitsÂ
L3 Infrastructure Engineer · Artech LLC