Job Description:
GreenLight Group is a software services and consulting firm focused on the technical aspects of enterprise system software. The candidate we’re seeking must be ambitious, professional, and a team player with excellent process-orientated skills. This entry into Engineering Services & Service Delivery Management (SDM) requires someone who is eager to learn, with a willingness to be coached in their role and who is interested in all aspect of Information Technology.
The ideal candidate will be able to jump right into a modernized IT environment. We are looking for an individual with strong character; who is confident, assertive and articulates technology well. This person needs to understand the buzzwords and terminology, not just say them. The candidate will be expected to learn new technology concepts as well as improve upon their current knowledge, GreenLight practices, and customer implementations. They should have a passion for technology, innovating and driving change, collaborating with other team members, and want to be part of a team that works and grows together. 
Required Qualifications: 

• Bachelor's degree from four-year college or university; or four-to-six years related experience and/or training; or equivalent combination of education and experience in Information Technology - Business Services
• Working technical knowledge of current network hardware and protocols
• Troubleshooting and triage of GreenLight and Customer problems while working with internal and vendor support resources to bring the issue to resolution
• Experience with helpdesk software as an End-User and Agent-based engineer working to support customer tickets (i.e., Change, Request, Incident, Problem)
• Ability to preform Root Cause Analysis (RCA), document your findings and present actionable items to reduce future occurrences or provide permanent resolution
• Ability to develop supporting documentation; such as Knowledge, As-Built, Functional, and User Test Cases, to outline enhancements, solutions and resolutions to customer tickets, project and contractual requirements
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and business partners
• Curious mindset with the ability to work in a rapid and iterative development environment, and passionate about being challenged and hungry to continuously learn
• Proficient in Windows- and Linux-based operating systems and general networking architecture. Understand firewalls, routers, switches and how the network layer impacts application communication and authentication across the WAN/LAN
• Understanding of SSL, OAuth, SAML as it relates to applications and communication on Networking Environments

Preferred Qualifications: 

• Experience with Network Operation Center (NOC) duties including administration of Monitoring and Operational tools
• Experience with Cloud-Native Architecture (AWS, GCP, Azure)
• Experience with Database Architecture (SQL, Oracle, PSQL)
• Experience with API (REST, SOAP, JSON)
• Experience with Ansible, Prometheus
• Experience with Docker and Kubernetes deployments
• Experience with SaaS solution support for hosted environments
• Experience with IT Operations and monitoring best practices
• Experience with Jira – Daily Scrums – Agile methodology

Daily Responsibilities 

• Supporting Internal GreenLight Engineering Team
• SaaS system heath-checks and enhancements for system stability
• SaaS Customer Service Support
• Working with GreenLight Partners to support our Customers 
• Working with Vendors on software issues, software licensing, system upgrades
• Daily System and Health Checks of GreenLight and Customer Environments
• On call duties during designated times to assist with monitoring and support engineers
• Build relationships with software vendors and customers alike
• Seek out new opportunities with established customers to further support and customer relationship
• Other duties as assigned

Employee must reside within the United States. About GreenLight 
GreenLight Group is an IT engineering and services firm focused on the Fortune 1000. Our mission is to provide our customers with the solutions required to mature their IT operations management. How we achieve that mission is by providing our employees with a workplace that is team- and goal-focused. We do not expect anyone to know everything. What we do expect is the willingness to share knowledge, ask questions, be curious, and generally work toward improving the entire team. Only by working as a team can we achieve our goal of making our customers more successful.