Position Summary:
The Systems Support Administrator will work within practiced team environments providing support of customer users, infrastructure, and technology.
Charter, a highly respected and value driven VAR, delivers voice and collaboration solutions as well as many other technology verticals including routing and switching, data center, cloud, wireless and security. Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliver business outcomes. The Systems Support Administrator will participate in a wide variety of activities, providing the candidate with opportunity for a high growth career and personal enrichment.
Skills Overview:
The role is diverse in its exposure to technology and vendors but is focused on users, network, applications, cloud & systems support. While it is not mandatory that candidates have skills in all of the areas listed below, priority consideration will be given to those that possess previous experience in several areas and desire to broaden their exposure and experience to align with the tactical and strategic directions within Charter.
Charter partners with various top technology vendors, including Cisco Systems, Juniper, Extreme, NetApp, Microsoft/Azure and others. The candidate should come with a strong ability to learn and adapt quickly to as many as possible:
- Unified Communications (Voice) – Cisco, Webex, Microsoft Teams
- Cloud – M365, Azure, AWS
- Routing and Switching – Cisco Catalyst/ISR, Juniper EX/MX/SRX, Meraki
- Perimeter Security Firewalls – Cisco ASA, Juniper SRX, Meraki, Palo Alto
- Wireless – Cisco, Meraki, Juniper MIST, AeroHive
- Data Center – Cisco UCS, NetApp, Veeam, Vmware
- Systems – Active Directory, Exchange, SCCM, SQL, File Servers
- End User Support – Windows 10/11, MacOS
- Management Platforms – Intune/Autopilot, Cisco Prime, Juniper Space, SKY ATP
- Applications – Outlook, Intune, Microsoft Defender, Cisco Umbrella
- Process – ITIl, PSA tool Exposure (Autotask, ServiceNow, BMC Remedy, Zendesk)
- Work collaboratively within the broader team (pre-sales, architecture, project delivery) to bring your skills to bear where and when they are required.
In addition to the above, the candidates should highlight any additional relevant technical skills that may be applicable to the Charter business.
Responsibilities & Accountabilities:
Teamwork
- Attend team huddles and be an active participant team planning activities.
- Bring subject matter expertise and leadership in Cloud, Microsoft Active Directory and systems applications.
- Use provided workflow tools to reflect the status of tickets, tasks, effort/labour etc.
- Identify areas to create, improve and maintain Charter intellectual property in the form of configuration templates, testing guides and other tools that assist in allowing Charter to be efficient and support with high quality.
Support Desk
- Provides timely delivery of customer communications regarding troubleshooting and restoration of services.
- Strong communications skills with ability to translate technical outcomes/stories to layman terms for non-technical users
- Tier 1 & 2 Remote and Onsite Support, Request & Incident resolution
- Develops, maintains, and continually improves standardized work practices.
- Work with Aligned vendors for Tier 3 Support
- Assist in establishing governance, process and identify efficiencies.
- Providing reports and activity updates to Manager
Culture Building and Professional Development
- Engage deeply within the Charter company while becoming active in the company community and culture.
- Attend company town halls and events, focused on bringing people together and aligning to a single vision. Participate actively when appropriate.
- Use available social and collaboration tools to engage broadly with the company in a positive and constructive manner.
- Provide mentorship to others in areas of subject matter expertise and personal growth and management.
- Recognize Charter company values and strive to apply them to your position and personal relationship with individuals and the company itself.
- Explore and seize opportunities for growth that benefit both yourself and Charter, aligning with the overall vision.
Qualifications and Experience:
- Minimum 3 years of experience in IT User & Infrastructure administration with one or more technologies listed below:
- Administration and troubleshooting Active Directory and Group Policy
- Administration and troubleshooting of VMware & Hyper-V Hosts, Networking and Storage environment
- Installation, management and troubleshooting Windows Server & PC infrastructure
- Network management, monitoring and troubleshooting of various Cisco, Juniper, Meraki and Palo Alto Devices
- Network Services (LAN, DNS, VLAN, VPN, Wireless, Cisco Umbrella, Citrix NetScaler)
- Application support (Cisco VOIP, MS Exchange, M365)
- Demonstrated ability to obtain and hold industry certifications such as Microsoft, Cisco or other vendor certificates.
- Service Desk support and tooling experience
- Additional consideration given to Bilingual – French (spoken and written) candidates
Essential skills:
- Excellent written and oral communication skills, and able to read and write in English in a professional manner.
- Ability to create technical documentation, both written and diagrammatical using tools such as Word, Power Point and Visio.
- Strong interpersonal skills: proven team player with ability to deliver outstanding product/service and build relationships with clients.
- Time management, organizational skills, and excellent communication skills are greatly desired.
- Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision.
Working Conditions
- Full-time, Permanent
- Hybrid work environment (2-3 days in the office or customer site) - NOTE: the desired candidate will be located in the Calgary area.
- Overtime as required
- Part of on-call rotation
- Comprehensive benefits package with profit sharing
- Hold a Valid Drivers License
- Authorized to work in Canada
If you believe that you are a good fit for this role, please apply today!
We look forward to connecting with you.