Who is Trace3?
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, San Diego, San Francisco, and Scottsdale.
Ready to discover the possibilities that live in technology?
Ideal candidates will have qualities true to our core…
Street -Smart <thriving in dynamic times> You are flexible and resilient in a fast-changing environment. You know how your job affects the whole mission. You get the bigger picture. You understand why your job matters to Trace3 and how to help grow the business. You exercise sound business judgment in making high-quality decisions in a timely manner.
Entrepreneurial Spirit <capitalizing on opportunity> You think like an entrepreneur. You continuously innovate, come up with solutions and drive change. You solve problems for the betterment of the company. You look for new and productive ways to make an impact. You find better ways to sell or provide solutions and are good at it.
Juice <the “stuff” it takes to be a needle mover and a game changer> You are a well-respected achiever that gets things done and drives results. You “bring the weather” by demonstrating leadership, character, and passion. You lead without a title, empowering others and inspiring trust. You treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. You hug people in their trials, struggles, and failures, not just their success
About the Role:
The Engineer will maintain a high level of service quality and availability for customers by performing required system monitoring, periodic system maintenance routines and quickly restoring services in the event of an unexpected service disruption. The Engineer will follow standard procedures based on best practices and maintain good communication links with the customer and other technical support organization internally and externally.
This position may participate in internal or external projects and will be responsible to perform software installation, updates, configuration, and decommission based according to a set of provided instructions designed by system architects or senior system administrators.
What You’ll Do:
- Provide configuration of OS (Linux, Windows, etc)
- Install minor release updates and OS Patches
- Configure and deploy OS major releases and updates
- Provide configuration of monitoring routines and scripts
- Provide configuration of network and storage devices
- Maintain and monitor all patch releases documentation according to standards
- Maintain infrastructure backups current and assist to restore procedures
- Perform audit on all security processes
- Keep up to date documentation of infrastructure configuration
- Have some level of proficiency with HPE, Dell, Brocade, Cisco
- Perform operational readiness tests and complete operational checklist
- Create and maintain service desk documentation
- Complete monthly standard reports
- Follow company best practices and Standard Operational Procedures
- Support cross-functional teams to fulfill service requests
System Operation
- Assist in the installation and configuration of new software
- Perform tests on all new software
- Monitor everyday system operation & Performance
- Maintain all system backup current and perform restore procedures
- Perform periodic system health check and software maintenance
- Maintain high level of customer satisfaction
Incident management
- Troubleshoot and resolve infrastructure reported incidents
- Work with customer technical support engineers in the resolution of incidents
- Work with 3rd party vendor in the resolution of vendor escalated incidents
- Manage assigned ticket lifecycle
- Accepts, fulfills and Reports status via the ticketing system, shift reports, and email processes
- Communicate to stakeholders according to SLAs
- Performs and supports Severity 1 or crisis management situations
Project Implementation
- Reviews work orders proactively and as post-work quality assurance to ensure requests are handled accordingly to requests
- Complete assigned tasks according to plan and recommendations
- Actively participate during the service transition phase to perform knowledge transfer and documentation
- Manage reports and necessary documentation
Others
- Conduct inventory control. Compare received products to packing slip and reports discrepancies
- Ensure power tests and reports on all incoming products are conducted before being moved to the data center floor per practices
- Maintain high level customer satisfaction
- May perform other duties as assigned by supervisor
Qualifications & Interests:
- A minimum of 6 years’ experience in a technical or data center support role
- Field Service background a plus
- The following certifications are highly desirable: HPE, Dell, Brocade, Cisco
- Ability to work independently once provided direction
- Highly skilled and proficient in data center experience in installing/moving equipment and cabling on a large-scale basis
- Proficient knowledge of common network protocols such as TCP/IP
- Familiarity with configuring Microsoft Windows, and various versions of Linux
- Experience with data communication issues
- Proficiency in Network troubleshooting tools (ping, traceroute, SNMP)
- Ability to work independently and manage multiple priorities and interruptions
- Driven to independently research solutions when provided the desired result
The Perks:
- Comprehensive medical, dental and vision plans for you and your dependents
- 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
- Competitive Compensation
- Training and development programs
- Stocked kitchen with snacks and beverages
- Collaborative and cool office culture
- Work-life balance and generous paid time off
***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.
