Support Engineer

Experience: 2 to 5 Years (ICS Grade: E2)

Role Overview

We are seeking detail-oriented engineers to join our Release Management (RM) team, focusing on infrastructure, specifically compute and hypervisor. This role is responsible for the RM of bare metal servers and VSphere hypervisors supporting a large Avaya UC and CC solution. In addition to software/firmware updates of servers and VMware, the RM team is responsible for ensuring the RM process is non-disruptive to the client’s solution. A least disruptive process is achieved through validation/testing of all releases, optimizing and testing the process of applying the releases, and pre- and post-implementation health checks to ensure a fully functioning solution.

Key Responsibilities

• Hardware Release Management: Perform comprehensive release management on Dell and HP bare metal compute and VMware VSphere Hypervisors, including firmware/BIOS of the compute, hypervisor hardware drivers, VSphere hypervisor software/components, and VCenter management software. Perform all tasks necessary to ensure the RM process is non-disruptive, including: testing all releases in dev/test environment and pre-production, prior to production deployment; and performing all steps necessary to migrate live workloads off systems/components undergoing maintenance.
• Health Check Execution: Perform comprehensive pre-and post-implementation health checks on the compute/hypervisors as well the Avaya UC/CC systems. The Avaya UC/CC systems are both Linux and Windows based solutions running as virtual machines on the compute/hypervisors. Job candidates with knowledge of Avaya UC/CC solutions are preferred, but not required. We will provide documented procedures as well training on performing health checks on the Avaya components.
• Monitoring & Validation: Conduct hardware/VMware system health monitoring and validation testing during and after patching or migration activities.
• Basic Troubleshooting: Analyze logs and system symptoms to isolate issues related to system health or performance during release windows.
• Documentation: Maintain precise records of health check results, test logs, and system status trackers using MS Excel and documentation tools.

• Education: B.E./B.Tech in Electronics, IT, Telecommunications, or related fields.
• Foundational Knowledge and Experience:
  • Understanding of networking (IP, DNS, Firewalls) required.
  • Voice/UC concepts (SIP, VoIP, RTP) good to have, but not required. Avaya experience good to have, but not required.
  • Experience working with the VSphere Hypervisor (ESX 7 or higher). VMware certifications a major plus. Experience working with the Linux KVM hypervisor or RedHat KVM/Openshift desired, but not required.
  • Experience working with bare metal servers, firmware/BIOS, and the management modules of those servers. Vendor certifications (HP, Dell or other) a major plus.
• OS Basics: Proficiency in Linux and Windows basic administration and log retrieval.
• Communication: Exceptional English communication skills to clearly explain technical status and observations