Support Administrator - Vancouver, Canada - Ntirety

Ntirety

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

COMPANY OVERVIEW:

When it comes to a cybersecurity crisis, the question is not if, but when it will happen - that's why Ntirety's mission to provide proactive compliant security is crucial in today's business landscape.

No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients protected and updated on the latest in cybersecurity.

POSITION PURPOSE:

Support Administrator II (SA) is primarily responsible for administering end user Ntirety environments.

This position requires a broad and deep knowledge of server hardware and software, virtualization technologies, and advanced knowledge of Internet and networking technologies, as well as full knowledge of all services that Ntirety offers to its customers.

The SA also needs to be able to learn new software in order to assist clients as needed. The successful SAs demonstrate the best in terms of troubleshooting and documenting issues.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Engage with our customers using both phone and customer portals
Set up high availability configurations and troubleshoot them
Work closely with internal teams on customer impacting issues and escalate when appropriate
Serve as a liaison for colocation customers assigned to their support group
Work closely with internal teams on customer impacting issues and escalate when appropriate
Compile root cause analysis reports on server incidents
Complete software upgrades
Assist in creating technical solutions for Ntirety clients such as upgrade and migration plans
Work with other staff members to effectively and efficiently solve client issues
Assist in other tasks as assigned
Work with other departments as needed
Work on internal projects and development as needed
Must deliver an exceptional customer experience every day
Support both Windows and Linux dedicated and Virtual Server customers
Assist and educate customers on basic and advanced use of products and services
Educate customers on the availability of internal and external resources
Fully comprehend and execute companywide interdepartmental escalation procedure
Serve as escalation/deescalation point with support requests coming from other teams/divisions
Be responsible and take full ownership of any ticket/call/escalation until fully resolved
Maintain frequent communication with customers to ensure all assigned escalations/deescalations are followed from start to resolution
Document and track all inbound and outbound customer contracts on Ntirety's proprietary system
Follow established protocols, procedures, and policies, and meet arranged service level agreements
Participate in team meetings and provide input and suggestions to further increase productivity
Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the company
Perform other duties as assigned
Experience with Azure, VMWare and AWS
Able to configure and troubleshoot VPNs on SRX and Palo Alto Firewalls (Cisco firewalls also a benefit)

Requirements:

DESIRED MINIMUM QUALIFICATIONS:

Bachelor's degree or equivalent work experience
Knowledge of Internet and networking technologies
Experience with MSSQL, MySQL
Have a customercentric and positive attitude towards customer issues
Be able to expand their skill sets daily and challenge themselves and their coworkers by working on and solving customer issues
Must have a strong troubleshooting methodology
Must have experience with Linux and Windows Operating systems
Must have a basic understanding of IP, DNS, IIS, and Apache
Excellent verbal and written communication skills
Strong interpersonal and organizational skills
Expert knowledge or Internet and networking technologies
Experience with internet used programming languages such as:NET, PHP, Cold Fusion, Java
Experience with frameworks such as Dripal, WordPress, Ruby on Rails, Community Server, Dotnetnuke, Phpnuke
Intermediate experience in Windows and Linux web server administration
Intermediate knowledge and experience in firewall administration and troubleshooting
Intermediate knowledge and experience in loadbalancer configuration
Ability to setup high availability configurations and troubleshoot them
Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely matter
Server hardware knowledge (Handson experience is n asset)
Knowledge of IP tables, Windows Firewalls, VPN configuration/setup and Alert Logic
Technical writing experience
Experience with security server
Required Certifications:
Any of the following
AWS Cloud Practitioner
AZ900 Microsoft Azure
Cmptia Network+. Linus+ or A+
LPIC
Preferred Certifications:
At least one of the following
AWS Solutions Architect
AWS SysOps Administrator
AWS Devloper

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