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

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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