L3 Infrastructure Engineer

Location San Antonio, TX Must Have Technical/Functional Skills Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go‑to person for solving difficult issues. With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise. They can also control the infrastructure, cloud, network, and DC level operations. All the high‑end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation. These engineers use requirements and aim to replicate problems to detect the root cause. They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service. Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer‑facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. Plays a key role as the front‑line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user‑level remote support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements. Network (LAN, WAN & Wireless) Troubleshooting & administration of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification. Ability to support IT Cabling, Infrastructure Planning, and Design (cable patching, switch configuration/deploy, port enable/disable, analyze network traffic). Experience with packet capturing (e.g., Wire Shark). Network maintenance, support and refresh. Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution. Data Center (Server Room) Management Experience installing and troubleshooting server room hardware components such as rack servers, fiber, switches, disk drives, memory, etc. Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution. Server Management Must have experience in administering Windows Server operating systems (e.g., Windows Server 2016) – monitoring, troubleshooting, parts swaps/repair. Smart Hands for remote teams & third‑party vendor management for issue escalation/resolution. Experience supporting hardware for servers, data backup libraries and SAN/NAS. Server, storage and backup systems maintenance, support and refresh (rackmount, install and configure server hardware). Knowledge of Server 2012/2016 policy and security management. Critical Plant Floor Hardware Support Examples of work include items such as MFG support (GALC, AER creation, PTCS, etc.), ANDON and PLC support knowledge. First level of support for business and plant floor applications, managing escalation of issues to SMEs. Excellent troubleshooting, problem solving & root cause analysis skills for outage & problem management. Exceptional customer service and ability to work well under pressure (plant down situation, outages, critical plant floor equipment require a 15‑minute turnaround time). On‑call 24x7 availability during non‑work hours and ability to work flexible hours and overtime. Other Attributes for Level 3 Ability to lift 50 lbs. and climb ladders and staircases to access IT equipment. Ready to travel to other Toyota sites/locations within the US for short‑term support. Strong team worker with professional demeanor and strong ethics. Good written and oral communication skills required. Experience with remote control tools and remote support (off‑site). Ongoing support of various manufacturing computer systems. Windows Active Directory maintenance (kiosks, OU configuration, Group Policy Objects). Associate or bachelor’s degree in computer information systems, computer science or related field. Nice To Have Experience and/or knowledge of PLCs. Plant monitoring software knowledge (Active Plant, Wonderware, Ignition). Knowledge of iGear, Kepware, or other machine data gathering tools. Manage storage and backup systems. Previous experience supporting a large corporate, manufacturing environment. Experience supporting and troubleshooting business and mission‑critical applications. 3 to 5 years of experience performing Level 3 responsibilities. Knowledge of Cisco Voice over IP hardware/software/server operation/configuration. Provide technical assistance and support, and resolve problems related to the use of computer hardware and software; analyze, resolve, respond to, and document end‑user inquiries. Install desktop/laptop, printers/scanners, and other peripheral software using approved tools. Troubleshoot operating system issues, connection issues with LAN/WAN. Update tickets with accurate and timely records of work performed and resolution details. Maintain and contribute to a knowledge base. Coordinate hardware warranty repair. Perform inventory management activities as required in coordination with asset management and other corporate groups. Escalate to third‑party vendors when necessary. Responsible for raising and coordinating problem management issues. Perform additional tasks (end‑user/infra related) when required; strong understanding and skills in SLA, KPI management. Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling. In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology. Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories. Receives instructions from certified technicians and project managers to troubleshoot advanced issues. Provide on‑site, operational support service for remote management, installation and troubleshooting of data center equipment. Primary responsibility to manage end‑user related incidents and requests. Go to person for all plant IT related requests (password resets, access, etc. specific to plants). Base Salary Range $70,000 to $80,000 per annum Benefits Discretionary annual incentive. Comprehensive medical coverage: medical & health, dental & vision, disability planning & insurance, pet insurance plans. Family support. Desired Candidate Profile Qualifications: Bachelor of Computer Science #J-18808-Ljbffr Tata Consultancy Services