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Disaster Recovery Engineer II

Company: TierPoint, LLC
Location: Raleigh
Posted on: October 17, 2020

Job Description:

Disaster Recovery as a Service (DRaaS) Engineer for a leading provider of secure, connected data centers and cloud solutions with one of the largest most geographically diversified footprints in the nation. Fast paced, dynamic environment, supporting a rapidly growing solution and pillar product at Tierpoint. A Tierpoint DRaaS Engineer works with various block level replication technologies with very low Recover Point Objectives (RPO) and Recovery Time Objectives (RTO). We strive to achieve and maintain the best possible RPOs and RTOs for our customer's critical systems as well as closely monitor the underlying recovery infrastructure to insure customers may rapidly failover services into Tierpoint in the event of disasters.

  • Provides quality internal and external customer service surrounding the company values.
  • Act as the primary resources for tickets directed to the team and responds in a timely and efficient manner to determine cause of issue and resolves the issue as quickly as possible.
  • Provides clear and accurate communications with customers regarding the status of the case in a timely fashion. Escalates to or engages with level II or Senior engineers as needed to ensure steady progress to a final resolution.
  • Alerts supervisor of any issues preventing a timely resolution of the cases.
  • Act as the primary resource for ensuring the successful function of all DR replication.
  • Utilizes all available reporting tools and resources to audit/monitor the daily success/fail status and documents per ticketing system.
  • Creates customer facing tickets as needed to notify customers of any issues DR replication.
  • Act as the primary resources for assigned environment health checks to ensure all component systems, device maintenance and operational status is maintained in a ready state.
  • Alerts supervisor of any hardware or application issues impacting delivery of services.
  • Following appropriate training, is expected to be able to participate as team resource to assist with customer implementations
  • Works with level II or Senior engineers to plan and execute (as deemed appropriate) any system updates or upgrade projects as assigned.
  • Act as escalation point from level I as needed for tickets directed to the team and responds in a timely and efficient manner to determine cause of issue and resolves the issue as quickly as possible.
  • Provides clear and accurate communications with customers regarding the status of the case in a timely fashion. Escalates to or engages with Senior engineers or vendor support as needed to ensure steady progress to a final resolution. Alerts supervisor of any issues preventing a timely resolution of the cases.
  • Expected to provide primary support for specific customer(s) and\or environments per supervisor direction. Will be considered to be SME for the specified customer and\or environment and assist all other engineers on the team with questions regarding the customer or environment in order to expedite progress
  • Has demonstrated a broader or advanced skill set and successfully completed advanced training to be able to provide support for more complex problem resolution.
  • Actively mentors and helps further the knowledge and skills of other engineers on the team and is a source of encouragement and support.
  • Advanced product knowledge enables engineer to be responsible to work on and/or assist with more complex implementations
  • Works with level III or Senior engineers to plan and execute (as deemed appropriate) any system updates or upgrade projects as assigned.
  • Other duties as assigned
    • Customer service focused and portrays energy, professionalism and welcoming characteristics.
    • Strong ability to work in a highly sensitive and confidential environment.
    • Ability to meet deadlines and handle sensitive and pressured situations.
    • Ability to identify issues and help develop strategy and tactical plans for various department initiatives
    • Ability to use good judgment and decision-making skills
    • Ability to use a PC, keyboard, and other standard office equipment
    • Adequate professional experience and knowledge to perform Job Responsibilities
    • Excellent verbal, written, and interpersonal skills
    • Ability to prioritize and organize effectively
    • Ability to work on multiple projects simultaneously
    • Ability to work both independently and with others
    • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
    • Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience
      • Three or more years of experience particularly in the data center industry
      • Three or more years of experience with replication technologies (Zerto, Veeam, Azure Site Recovery Manager, Carbonite/Doubletake)

Keywords: TierPoint, LLC, Raleigh , Disaster Recovery Engineer II, Engineering , Raleigh, North Carolina

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