Position OverviewResponsible for providing Tier II technical support for enterprise virtualization infrastructure, with a focus on VMware technologies (vSphere, ESXi, vCenter, vSAN, NSX). Serves as an escalation point for Tier I Service Desk staff on virtualization-related incidents, performing advanced troubleshooting, root cause analysis, and system maintenance to ensure availability, performance, and stability of the virtual environment. Works with minimal supervision and coordinates with Tier III/Infrastructure engineering teams on complex issues and change activities.
Key Responsibilities- Provide Tier II escalation support for incidents involving VMware vSphere, ESXi hosts, vCenter Server, virtual machines, and related virtualization infrastructure.
- Troubleshoot and resolve issues related to VM performance, host connectivity, storage (vSAN/SAN/NAS datastores), networking (vSwitch, distributed switches, NSX), snapshots, and cluster/HA/DRS configurations.
- Perform VM provisioning, migration (vMotion/Storage vMotion), cloning, templating, and decommissioning in accordance with change management procedures.
- Monitor virtual environment health using tools such as vRealize Operations (Aria Operations), vCenter alarms, and enterprise monitoring platforms; proactively identify and remediate capacity, performance, or configuration issues.
- Document, track, and update incidents and service requests in the ITSM ticketing system (e.g., ServiceNow), ensuring resolution within SLA.
- Apply patches, updates, and firmware upgrades to ESXi hosts and vCenter environments following established change control processes.
- Perform root cause analysis on recurring or high-impact incidents and recommend permanent fixes or process improvements.
- Assist with backup and disaster recovery processes for virtualized systems (e.g., Veeam, VMware SRM) and support recovery testing.
- Support security hardening, compliance scanning, and remediation of virtual infrastructure per organizational and government security requirements (e.g., STIGs).
- Collaborate with Tier I Service Desk to provide technical guidance, knowledge transfer, and escalation criteria for VMware-related tickets.
- Escalate complex architecture, licensing, or design issues to Tier III engineering or vendor support (VMware/Broadcom) as needed.
- Maintain and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for the virtual environment.
- Assist with capacity planning and lifecycle management of virtual infrastructure.
Qualifications- Bachelor's degree in Information Technology, Computer Science, or related field; or Associate degree + 2 years additional relevant experience; or 4 years additional relevant experience in lieu of a degree.
- 4+ years of IT infrastructure/systems administration experience, with at least 2+ years focused on VMware virtualization support.
- Hands-on experience administering VMware vSphere/ESXi and vCenter Server in a production enterprise environment.
- Experience with an ITSM incident tracking system (ServiceNow preferred).
- Demonstrated experience troubleshooting VM performance, storage, and networking issues within a virtualized environment.
- Secret clearance required
- Shift is !0am - 6pm
- Security + certification
Other Job-Specific Skills- Working knowledge of VMware NSX, vSAN, and vRealize/Aria Suite.
- Familiarity with Windows Server and/or Linux server administration in a virtualized environment.
- Understanding of enterprise storage concepts (SAN/NAS, LUNs, datastores) and networking fundamentals (VLANs, TCP/IP, DNS).
- Experience with backup/DR tools such as Veeam, VMware SRM, or similar.
- Familiarity with ITIL v4 practices for incident, problem, and change management.
- Knowledge of DoD/federal security compliance standards (STIGs, RMF) a plus, if supporting government clients.
- Strong analytical and troubleshooting skills with the ability to work independently on complex technical issues.
- Ability to manage multiple priorities and tickets in a fast-paced enterprise environment.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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