Sr. Incident Response Engineer

Job Summary:

Our Sr. Incident Response Engineers are primarily tasked with providing escalated remote support and project delivery to our Incident Response clients. Issues range from backups, workstation, Active Directory, network, and hypervisor restoration to migrations, upgrades, and solutions-building. Project tasks could involve a mix of restoration, re-design, and even security toolset deployment to get IR clients back to an operational state, whilst shoring up known security vulnerabilities. Our Sr. Incident Response Engineers work as part of a dynamic, flexing team – ready to respond at a moment’s notice and take part in a rotating, on-call rotation for Incident Response On-Call. In periods of lower activity, our engineers may flex into more traditional infrastructure project delivery aimed at optimizing client environments. This position reports directly to our Manager of Incident Response.

Responsibilities (including, but not limited to):

Perform IR Project Tasks

• Collaborate on project planning, project design, preparation of deliverables, timelining, and contingency planning.
• Perform advanced systems configuration, management, and maintenance in areas including the following (as a sample but not an exhaustive listing):
  • Microsoft-related technologies: Windows Server, Exchange, SQL Server, SharePoint, Active Directory, GPO, LAPS, SCCM, MDT, etc.
  • Virtualization technologies: VMware and Microsoft Hyper V
  • Backup and disaster recovery solutions for both desktops and servers
  • Remote access solutions: VPN, Remote Desktop, Citrix, etc.
• Leverage diagnostic tools; review event logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues.
• Restore and reimage virtual servers from images and various backup solutions
• Restore and rebuild ESX and Hyper-V hosts, domain controller, etc.
• Employ a solid understanding of networking concepts and troubleshooting
• Deploy and configure security-enhancing solutions for systems and applications (including MFA and endpoint protection).

Meet Measurables

• Maintain billable utilization targets
• Record complete change details, time worked entries, and work notes in ServiceNow platform on a real-time basis
• Contribute to the team’s attainment of high customer satisfaction scores on project delivery

Follow Process:

• Follow our project process to execute project deliverables: configure, test, implement, refine, document, monitor, and transition to appropriate stakeholders.
• Follow our Change Management Process to perform approved changes in client environments

• Communicate internally and (as directed) externally to provide timely information regarding project status, promised follow-ups, and requested feedback on a detailed and professional basis. 
• Take ownership for client experience:
  • Guarantee project deliverables are met; ensure customers are satisfied
  • Look for ways to improve project experience (internally & externally)

Escalation & Troubleshooting

• Receive escalated systems issues from more junior engineering resources work to resolution
• Own the issue through completion; determine root cause, locate a clear path to resolution
• Participate in incident response on-call rotation for incoming IR projects.  Assist in the initial triage and establishment of access for project kick-off.  

Flex into Project Delivery

• Remain flexible to changing needs within the Incident Response team, employ knowledge and prior experience to provide additional support for additional infrastructure projects in seasons of minimized incident project volume.
• Sample Projects Deliverables may include but are not limited to:
  • Infrastructure Migrations: On-Prem to Cloud
  • Systems Upgrades
  • Toolset Implementation & Configuration

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE:

• You’re a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to master technical systems design, recovery, and deployments. You ideally have a four-year degree in a relevant field and have earned vendor-level certifications such as Microsoft MCSE, VMWare, and VCP. Network-related certifications such as Cisco CCNA/CCNP are a big plus.
• You have at least 5 years of experience delivering IT projects or support working with systems and virtualization, ideally with exposure to enterprise infrastructures.
• You’re the ultimate gladiator of the IT environment. Not only do you have a stellar foundation in hardware and operating systems and their diagnostic tools, you can dive deep into the intricate maneuvers within core systems and virtualization technologies and the platforms they’re found on. You are the IT version of Chuck Norris, restoring order to occasionally chaotic systems and ensuring that environments are positioned to run as they should—quietly and problem-free.
• You have highly developed knowledge of standard employee productivity suites, mobile device configurations and support, switching, network firewalls, and wireless security technologies. You have outstanding operational understanding and previous management of Windows OS (including Window 10 and Window Servers), failover clustering, VMware or Hyper-V, and server hardware. Your knowledge of Active Directory, Windows/Linux, and Storage Area Networks is superb. Microsoft applications such as Exchange, O365, SSCM, MDT, and SQL server are your old friends.
• You have at least 1 year of experience administering and/or implementing systems in cloud infrastructure such as Azure or AWS. You understand the importance of security as it relates to all applications and systems in an environment.
• You’ve got a specialty (or several) within systems management but are forever anxious to add new competencies. As a systems pro who refuses to be boxed-in, you’re just as likely to valiantly conquer storage networking and other technologies such as NetApp, Dynamic VPN & IPsec tunnels, and the Cisco device ecosystem. The key to excellence—not to mention a fulfilling life—is continual learning. Entara supports and rewards professional growth.
• You have an approach to working hours that is more adaptable than the traditional "9-to-5". You're career driven and motivated to put in the time and effort to get the job done right, and you take immense pride in your personal follow-through. At the same time, you can grasp what to prioritize, when to call it a day, and how best to build in some breaks for personal wellness.
• As a member of our Incident Response team, you will be a dedicated member of our incident response on-call rotation (1 week out of every 4 weeks) and as a project resource, your work requirements can regularly extend into evenings, weekends, and holidays to accommodate change windows and the demands of a project. On the flip side, you are motivated to work hard because you are rewarded with a generous comp plan that grows with the efforts you contribute, a competitivePTO policy, and an equally inspiring team who climbs mountains together. 
• You are ready to be an effective remote worker and have a dedicated, private space for a home office with a private internet connection with at least 50MBPS bandwidth. Public WiFi and shared common spaces do not meet these standards.
• While you are primarily a remote worker, you are open to travel, getting on a plane and being present at client sites when a project requires

WHO YOU ARE: PERSONALITY-WISE:

• Right Brain, Left Brain OS: You’re a little bit of a fanatic when it comes to knowledge of documented issues and solutions, but you’ve got a streak of Potter-ish ingenuity when something weird comes along. You break problems down, using a logical process of elimination to solve them. But you pay attention to intuitive inspiration.
• Persnickety: You follow complex, detailed instructions for complex, detailed tasks. You avoid even thinking, “That’s good enough.” As someone who respects others’ time and manages expectations, you consider being “on-time” a virtue and see following through on commitments as the Holy Grail of your personal work ethic.
• The Resilience to Flex: You have seasoned previous storms and developed the flexibility to dive into the deep end at a moment’s notice and “pick up the pieces”. You live for a new opportunity to shine and approach each new challenge without batting an eye.
• Appetite for learning: You’re always reaching for the next apple on the knowledge tree, as well as the last piece of pizza in the box. Learning is its own reward—but it also helps when you have your eye on a job in the next tier. You like working in a managed-knowledge organization that promotes from within.
• Authoritative, but not autocratic: When tricky issues present themselves, you quickly know which resources to tap to develop solutions—and you understand the nuances of different approaches. You’re not phased if you’re going to be stumped by a problem you know you can tackle; you consider yourself the consummate troubleshooter. Yet, you lead and delegate to others with clarity, and recognize when it’s time to consult a co-worker for help.
• Ambidexterity: You extend your hand down to support fellow Engineers, as well as reach up for help when you need it. You’re adept at balancing your own workload with the responsibilities of the team. You’re intentional about sharing constructive feedback and ideas with colleagues while welcoming the same in return.

The benefits package consists of:

• Competitive compensation
• Comprehensive benefits including medical, dental, vision, disability, life, 401(k), and PTO 
• Exposure to a wide range of clients and technologies 
• Work alongside experienced, collaborative technicians 
• Ongoing professional development and certification opportunities