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Summary
Provides operational support for customer infrastructure and cloud environments as a member of Logicalis’ 24x7x365 operations team. Owns technical work across incidents, requests, problems, changes, and monitoring events from initial diagnosis through resolution. The role combines hands-on administration with customer communication, accurate documentation, service-level management, and continual improvement.
Essential Duties and Responsibilities
Performs structured troubleshooting, remediation, maintenance, patching, upgrades, configuration changes, and service enhancements across supported on-premises, cloud, virtualization, backup, and storage technologies. Uses available monitoring, automation, diagnostic, and knowledge tools to restore service, reduce repeat work, and improve system performance.
Owns assigned incidents, requests, problems, changes, project tasks, and monitoring events through resolution, fulfillment, or effective escalation. Prioritizes work according to customer impact, urgency, service commitments, and operational risk; maintains ownership, clear communication, next steps, and customer-facing updates throughout the work lifecycle.
Creates, updates, and validates technical documentation, runbooks, knowledge articles, and troubleshooting standards. Captures reusable resolutions and identifies documentation gaps so that recurring work can be resolved consistently by the appropriate support tier, and creates or suggests automations where practical.
Maintains current knowledge of established and emerging technologies and approaches new tools, platforms, and methods with curiosity, adaptability, and an open mindset. Completes required training to develop knowledge and skills needed to support new technologies effectively and apply them responsibly within new service definitions.
Applies ITIL-aligned incident, request, problem, change, knowledge, and major-incident practices in accordance with customer-specific procedures. Documents impact, actions, evidence, decisions, handoffs, and outcomes; participates in root-cause analysis and post-incident review; and identifies recurring issues for problem management, monitoring improvement, or automation.
Maintains current knowledge of supported service offerings, customer environments, service definitions, and applicable service-level commitments.
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 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.
High school diploma or equivalent required. An associate or bachelor’s degree in information technology, computer science, cybersecurity, or a related field is preferred. Relevant military experience, technical training, certifications, apprenticeships, and demonstrated professional experience may be considered in place of formal education.
Experience / Technical Requirements
Two or more years of infrastructure or managed services experience in multiple technologies, including any of the following: with demonstrated proficiency in at least two technology domains and working knowledge of adjacent domains. Relevant experience may include Windows and Linux administration; identity and access; Microsoft Azure and Microsoft 365; virtualization and cloud platforms; enterprise backup and recovery;
Windows Server administration of currently supported versions; Active Directory Domain Services; Microsoft Entra ID; Group Policy; PowerShell
Virtualization and application-delivery platforms, such as VMware vSphere, Microsoft Hyper-V, Azure Virtual Desktop, and Citrix Virtual Apps and Desktops.
IBM Technologies – AIX and IBMi
Linux server administration, including skill with Ansible, Python, and cron scheduling.
Enterprise backup, recovery, and data-protection platforms, such as Veeam, Azure Backup and Recovery Services vaults, Rubrik, Zerto, Backup Radar, and IBMi BRMS, including job monitoring, failure remediation, restore validation, and retention policies.
Enterprise storage and SAN technologies, including Netapp, Dell PowerStore, PowerVault, and Unity; HPE Nimble; Pure Storage; IBM storage platforms; and Cisco MDS and Nexus SAN switching.
Microsoft 365 administration, including Exchange Online, Teams, SharePoint Online, identity integration, licensing, security and compliance controls, service health, and user-impact troubleshooting.
Experience using an ITIL-aligned IT service management platform, such as ServiceNow.
Proficient use of Microsoft Office applications.
Certifications
Relevant current associate- or administrator-level certifications are preferred based on assigned technology domains.
Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 and AZ-801)
Microsoft Certified: Azure Administrator Associate (AZ-104)
Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140)
Microsoft 365 Administrator Expert (MS-102)
VMware Certified Professional – Data Center Virtualization (VCP-DCV)
Red Hat Certified System Administrator (RHCSA; EX200) or Linux Foundation Certified System Administrator (LFCS)
Veeam Certified Engineer+ (VMCE+), Rubrik Certified Systems Administrator (RCSA), or Zerto Certified Associate (ZCA)
NetApp Certified Associate – Data Administrator (NS0-163)
Applicable Dell PowerStore, HPE Storage, or Pure Storage associate certifications
Other Skills and Abilities
Demonstrates reliability, accountability, and sound judgment while adhering to ITIL practices, company policies, customer procedures, and applicable change controls.
Organizes work effectively, manages competing priorities, maintains attention to detail, and follows through on commitments.
Builds trust through professional, respectful, and responsive interactions with customers and colleagues.
Explains technical information clearly and adapts communication style and level of detail to customers, peers, and leaders.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms. The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $60,569 to $70,000 per year