Summary:  Responsible for monitoring and addressing incidents and issues as they arise while providing support for ongoing operations.

Essential Duties And Responsibilities (Include But Not Limited To)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

    • Monitor and perform initial/basic troubleshooting on physical and virtual servers
    • Monitor and perform initial/basic troubleshooting on data storage, replication and backups
    • Monitor and perform initial/basic troubleshooting on network devices.
    • Perform vulnerability and security scans to prevent unwanted or malicious activity.
    • Recommend repairs based on ongoing issues.
    • Collaborate with the service desk to ensure real time infrastructure status is communicated
    • Collaborate with the System or Network Engineers on major infrastructure changes and projects
    • Maintain the documentation on Network Operations Center (NOC) process and procedure
    • May be required to provide out-of-hours support
    • Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, And Requirements)

The requirements listed below are representative of the knowledge, skill, and/or ability required.

    • Able to live in and contribute to community life, requiring stable and healthy interpersonal skills
    • An up to date working knowledge of the monitoring and maintenance of:
      • Cisco network technology including LANs, WANs, and VPNs
      • Microsoft Windows Server and RedHat Enterprise Linux operating systems
      • Virtualization technologies including enterprise VMWare
      • Storage technologies including enterprise SANs
      • Directory solutions such as Microsoft Active Directory and Exchange 2016
      • Enterprise Anti-Virus and Vulnerability scanning applications such as ESET, Webroot, WSUS
    • Strong technical aptitude and ability to research and solve complex issues
    • Knowledge of ITIL incident and problem resolution methodologies
    • An ability to organize his/her work and embrace and participate in a well-functioning, productive, creative and collegial team
    • Supportive of Mercy Ships mission and vision, and committed to its core values.
    • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education And Experience

The requirements listed below are representative of the education and / or experience required.

    • Bachelor's degree in Information Systems, Computer Engineering or Computer Science, or the equivalent combination of education and experience
    • At least 5 years relevant work experience is required, preferably in an enterprise IT environment
    • Successful completion of Mercy Ships Entry Training will be required within the first year. 
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