City of Tampa

An employee in this class performs system engineering, installation, upgrades, and advanced troubleshooting of multi-platform hardware/software solutions for enterprise network servers, storage systems, backup systems, and end user devices. Under general direction, employees are required to exercise extensive initiative and independent judgment in selection of work methods and formulation of recommendations to meet program needs, objectives, and goals.

Employees coordinate and monitor the work of other team members in the completion of specified assignments. Tasks require that the employees consult with user departmental personnel and other departmental technical staff to resolve technical issues. Under general supervision, employees are expected to exercise considerable initiative and independent judgment in selecting work methods and performing assigned tasks. Employees in this class are subject to on-call status on a rotating schedule to provide 7 day/24 hour per day service and, at times, are required to work unusual hours to accommodate installation, maintenance and/or upgrading of City infrastructure systems. Work is reviewed while in progress and upon completion through discussions and reports submitted.

Assist management to ensure departmental objectives are met, programs are maintained, participate in the development and maintenance of policies and procedures to ensure compliance with relevant laws, regulations, and standards.

Provides Tier-2 and Tier-3 technical support for escalated complex issues in supporting multiple infrastructure platforms related to enterprise network servers, storage systems, backup systems and end user devices.

Utilize system monitoring tools to accurately diagnose problems or performance degradation and takes appropriate corrective actions. Provides technical support for physical and virtual infrastructure, Microsoft Windows and Linux servers or related services which may include operating system, server roles, file share services, data protection systems and other infrastructure application services.

Research and advise development teams of potential issues. Aids with testing application services using common testing tools.

Rack, stack and support server and storage equipment through lifecycle at data centers and remote City locations.

Monitor the status of open service requests and follow up with customers to ensure service goals are achieved. Research, resolve, and respond to service requests and escalations.

Coordinate with other T&I Teams and vendors/contractors to complete job assignments. Participate in training programs to develop new skills and maintain existing competencies.

Develops, edits, and presents technical designs, network diagrams and other technical reports.

Assist in the analysis of events and testing of Business Continuity Plan (BCP) as a member of the incident response team. Communicates incident updates to internal team members as appropriate.

Performs related work as required.

Knowledge of: Networking protocols, monitoring tools, and services; virtual network switches, storage systems, physical and virtual servers. VMware vSphere, Microsoft Windows Servers, Active Directory, Microsoft DHCP/DNS, backup and disaster recovery solutions.

Skills in: Diagnostic and troubleshooting server and network services (OSI layers 3 thru 7); operating system performance measurement; physical hardware problem isolation and resolution techniques. Microsoft Windows Server base builds, configuration and services troubleshooting. Systems deployments, upgrades, and migrations. Administering enterprise backup solutions, organizational skills, attention to detail, and the ability to efficiently handle several tasks simultaneously.

Ability to: Acquire knowledge of new technologies; Ability to troubleshoot complex hardware/software technical issues associated with enterprise network servers, storage systems, backup systems, and end user devices; Develop, edit, and present technical designs, network diagrams, and other technical reports; Work under pressure with changing priorities in a complex environment, working both independently and in a team-oriented environment; Express oneself clearly and concisely, both orally and in writing; Establish and maintain effective working relationships with peers, vendors, and provide superior customer service to end-users.

Graduation from an accredited college or university with a bachelor’s degree in computer science or a related engineering field and four (4) years of progressively responsible experience in troubleshooting and supporting enterprise level hardware/software solutions for networks, servers, storage systems, backup systems, and end user devices; OR combination of education (not less than possession of a high school diploma/GED), training and experience that would reasonably be expected to provide the job related competencies noted above.

Possession of a valid driver’s license may be required.

Certification following specialties preferred: VMware VCP-DV, VCP-DTM, Microsoft 365 Administrator, Azure Administrator Associate/MCSE, RHCSA.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.