Support Engineer-ITIL

Company Overview

BOLD is an established and fast-growing product company that transforms work lives. Since 2005, weve helped more than 10,000,000 folks from all over America (and beyond!) reach higher and to do better. A career at BOLD promises great challenges, opportunity, culture and the environment. With our headquarters in Puerto Rico and offices in San Francisco and India, were a global organization on a path to change the career industry.

Position Overview

Take ownership of production environment related issues and undertake an immediate effort in order to restore a failed IT Service as quickly as possible. Should be working in liaison with IT-Infrastructure team and Application teams on Incident, RCA activities and Availability.

Key Responsibilities

• Complete monitoring of a service environment.
• First-line support of Applications, IT infrastructure and systems.
• Responsible for assisting in software upgrades/updates/migration including OS, Tools and applications updates.
• Coordinate problem tracking and resolution across multiple disciplines of hardware, networking, application and system software with teams in those disciplines.
• Available and flexible to cover NOC days and on call basis.
• Monitoring alarms-analyze, repair, dispatch.
• Reporting server, network, and systems performance metrics.
• Coordinate with third party hosting technical personnel.
• Work closely with all technical service teams to implement strategies that will increase reliability, availability, and uptime for services.

Key Requirements

• ITIL Foundation Certified.
• Knowledge on ITIL, ITSM framework, Incident Management, Problem Management, Change Management & Administration of Ticketing/Monitoring tools (JIRA, New Relic etc.)
• Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills.
• Familiarity with Web Server (IIS Servers / Tomcat/Apache/Nginx)
• Basics trouble shooting of Azure/AWS Cloud
• DNS concepts
• Familiarity with Network concepts such as IP address, routers, switches, Firewall, LAN, WAN.
• Familiarity with basic tools such as ping, DNS, nslookup and traceroute.
• Familiarity with Internet/web based applications.
• Good communication skills.