Technical Support Engineer 1/Patching Coordinator

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.The Technical Support Engineer – Overnight / Patching Coordinator is a member of the Support Operations team in the Managed Services department and reports to the Overnight Support Manager. This individual serves as the Patching Coordinator for the overnight shift, owning the end-to-end patching of DataBank’s Windows and Linux server environments as their primary responsibility — planning, scheduling, executing, validating, and documenting all patch cycles to meet and exceed the SLA requirements of DataBank while maintaining industry best practices in a multi data center environment. In addition to coordinating all patching activities, this individual serves as a primary point of contact during overnight hours, providing system management, monitoring, and scheduled maintenance, and addresses Windows, Linux, Cloud, Application, and Network issues and brings them to resolution while executing planned maintenance windows with minimal disruption to customer environments.The ideal candidate is highly self-motivated, detail-oriented, and comfortable working independently during overnight shifts. They thrive in a structured environment, follow established management procedures, and communicate clearly with both customers and day-shift teams during handoffs.RESPONSIBILITIES:Patch Management (Primary Responsibility)Execute approved patch management cycles for Windows and Linux server environments during overnight maintenance windowsApply OS-level security patches, hotfixes, and cumulative updates using tools such as BigFix, Ansible, or equivalent patch management platformsValidate patch deployment success, review system health post-patching, and document outcomes for each patching cycleCoordinate with the day-shift team and change management process to ensure all patching activities are pre-approved and scheduled appropriatelyIdentify and report patch failures or systems requiring remediation; escalate unresolved issues with full documentation to the next shiftMaintain patching logs and contribute to monthly compliance reports for customer environmentsOvernight Monitoring & Incident ResponseServe as the primary point of contact for all overnight customer incidents submitted via the DataBank portal or by phoneMonitor and respond to alarms for DataBank’s internal and customer systems, including proactive monitoring of all production systems for performance, failed hardware, alert conditions, and other issues affecting business operationsTroubleshoot and resolve problems related to virtual platforms and virtual infrastructure including vCenter and vCloud; perform maintenance activities within the VMware platformTroubleshoot network issues related to routing, firewalls, and load balancers; escalate to Tier 2 teams as neededFulfill overnight service requests for account creations and modifications including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTPAdjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet customer requirementsScheduled MaintenanceExecute scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changesPerform and document decommissioning and provisioning activities for physical and virtual servers as scheduledAssist with backup verification and restore testing using tools such as Veeam, Commvault, or equivalent platforms; escalate failures immediatelyPerform DNS creation and modifications as part of scheduled change requestsCoordinate and communicate maintenance activities with customers in advance, providing clear updates on status and completionComplete shift handoff documentation, summarizing all maintenance performed, incidents responded to, and any items requiring day-shift follow-upGeneral ResponsibilitiesManagement and operations of Microsoft Windows-based server systems and associated technologies including server clustering, DHCP, DNS, WINS, and DFSConfiguration and management of Microsoft Active Directory, including implementations and interoperability with disparate directory structures and security methodsProvide technical assistance to DataBank’s customers for the support and management of Windows and Linux serversPerform ticket escalations to the appropriate IT teams within DataBank; coordinate with on-call engineers for critical overnight incidentsHelp create and maintain team standards, policies, and procedures; contribute to documentation updates and runbooksIdentify and implement efficiencies to overnight processes and proceduresMay perform other duties and responsibilities that management deems necessary from time to timeQUALIFICATIONS:Education:Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experienceExperience:3+ years of experience required in the Information Technology field2+ years of experience working with Windows and/or Linux platforms; ability to troubleshoot network connectivity issues at both an application and Server OS level2+ years of working knowledge of virtual infrastructure technologies, specifically VMware vSphere and vCenter AdministrationHands-on experience with patch management tools such as BigFix, Ansible, or equivalent; familiarity with patch scheduling, compliance reporting, and rollback proceduresExperience executing scheduled maintenance tasks and change management procedures in an enterprise environmentTechnical Skills:Experience with BigFix is a plusExperience managing and configuring Active Directory including users, groups, group policies, replication services, and folder redirectionExperience with network monitoring tools (e.g., Zabbix, ScienceLogic, SolarWinds, Nagios)Experience with Routers, Switches, Firewalls, and Load Balancers with knowledge of TCP/IP network administration and troubleshootingExperience supporting Microsoft products including SharePoint, Office 365, and AnsibleFundamental Backup and Patching knowledge; familiarity with Veeam or Commvault is a plusUnderstanding of authentication mechanisms including multi-factor authentication (MFA) and the OSI modelScripting experience with Python, PHP, or PowerShell is a plus — particularly for automating patch or maintenance tasksExperience with Ansible is a plusProfessional Skills:Excellent troubleshooting, problem-solving, and organizational skills; strong written communication skills for shift handoff documentationAbility to work independently with minimal supervision during overnight hoursReliable, punctual, and comfortable with a consistent overnight shift scheduleSuperior customer service skills; able to communicate clearly with customers during off-hours maintenance activitiesAnalytical and detail-oriented; able to prioritize, execute, and meet deadlinesA self-starter who excels in a structured, process-driven environment within a growing enterpriseSCHEDULEThis is a full-time overnight position. Shift hours and specific days will be discussed during the interview process. The role requires consistent availability during overnight hours and may include weekend coverage as part of the team's rotation.BenefitsHealth, Vision and Dental Insurance PackagesShort-Term and Long-Term Disability InsuranceLife Insurance401k with company match3 weeks’ Paid Time Off and Paid Holidays