Managed Services Administrator
Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.
We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.
Come play a key role in building the future of innovation in Canada, Let’s make your possible.
Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
The Managed Services Administrator is an individual whose focus is on the support aspect of the DC Cloud and Infrastructure Services team. Working collaboratively with other Systems Administrators and Cloud Analysts, the Managed Services Administrator focuses on the routine maintenance and support delivery for our customers. The Systems Administrator, DC Cloud and Infrastructure is the initial contact point into the DC Cloud and Infrastructure Team. They own accountability in maintaining our services to the highest security and operational standards. They are also responsible for ensuring SLA times are met.
A successful applicant will have experience working in larger enterprise environments and have worked with a multitude of different technologies. Our services are focused on the Service Applications below but we are interested in individuals that have proven themselves in a support environment. Experience in support delivery, enterprise environment management, cloud and backup technolgies is an asset.
Service Applications
- VMware Cloud Suite
- Commvault Backup
- Support of Enterprise Infrastructure including DNS, Active Directory, Windows Administration and Linux administration
Education
- Post-Secondary education with a focused track in Computer Science, Computer Technology or relevant Work Experience
What you bring:
- +2 years working in Enterprise environments providing infrastructure support for common Enterprise services
- Working knowledge of Linux/Unix based operating systems
- Working knowledge of Windows Operating Systems
- You understand basic networking principles
- IP / Subnetting
- Routing
- Firewalls
- Simple troubleshooting via OS tools (Ping, Traceroute, Telnet)
- +2 years supporting a VMware infrastructure
- VMware Virtual Center
- VMware ESXi
- Experience with the following VMware Tools is a plus
- VMware vROPs
- VMware LogInsight
- VMware NSX
- 1+ year experience with a Backup Utility
- Work well within a team.
- Strong communication both spoken and written
- Strong time management
- Ability to work constructively on multiple tasks at once.
- Participate in an OnCall rotation that occurs every 6~7 weeks
Certifications
- VMware 6.5 VCP Certification or above is preferred
- Commvault 10 Professional Certification or above is preferred
What you will do:
- Support the Help Desk and Service Desk through customer incidents
- Serve as request entry point for Customer and Internal requests (Work Orders, Tickets)
- Work with Solutions Delivery team in the provisioning of services.
- Provide weekly status of ongoing activities to the Senior Manager, Data Centre Cloud and Infrastructure
- Provide open and honest feedback
- Monitor Ticket Queues to ensure agreed upon SLAs are met
- Provide accurate delivery times for assigned tasks
- Identify improvements to customer delivery and support activities
- Follow established ISMS published Guidelines
- Manage your own time effectively
- Ensure tickets are handled in a timely and professional manner. Updates are to be provided at regular intervals or in the case of escalated issues at pre-determined SLA or documented response times. You are driving the resolution of customer issues working collaboratively with fellow team members
- Identify any risk to agreed upon timelines ensuring those are communicated to management or relevant project manager
- Documentation for support of team services is created and kept up to date
- Work closely with Front line teams to identify issue reoccurances, work with team members providing go forward solutions and document those processes
- You consider other teams in the decisions you make. Expectation is that if you make changes affecting another area you are performing a consultation with them before proposing those changes
- You are looking for ways to improve the overall supportability and operability of our services
- Ticket queue and associated issues related to customer services
- Requested tasks from Management Team
- Effective Troubleshooting of team services providing troubleshooting of initial issues before engaging the Cloud infrastructure Analysts
- Monitor Ticket Queues to ensure SLAs are met
- Driving Ticket resolution between multiple groups
- Participate in group oncall rotation
Schedule: Full time
Brampton, ON, CA Brantford, ON, CA Orangeville, ON, CA Keswick, ON, CA Kincardine, ON, CA Bracebridge, ON, CA Nepean, ON, CA Belleville, ON, CA Glace Bay, NS, CA Little Britain, ON, CA Sydney, NS, CA Stouffville, ON, CA Oshawa, ON, CA Stratford, ON, CA Pefferlaw, ON, CA Courtenay, BC, CA Markham, ON, CA New Minas, NS, CA Gander, NL, CA Owen Sound, ON, CA Thunder Bay, ON, CA Edmonton, AB, CA Russell, ON, CA Mississauga, ON, CA Regina, SK, CA Wetaskiwin, AB, CA Kanata, ON, CA Bedford, NS, CA Burlington, ON, CA Fort Saskatchewan, AB, CA Truro, NS, CA Waterloo, ON, CA Grand Falls-Windsor, NL, CA Milton, ON, CA Stittsville, ON, CA East York, ON, CA Langley, BC, CA Port Coquitlam, BC, CA Corner Brook, NL, CA Ajax, ON, CA Hamilton, ON, CA Concord, ON, CA Newmarket, ON, CA Sarnia, ON, CA Whitby, ON, CA Keddys Corner, NS, CA Winnipeg, MB, CA Chatham, ON, CA Port Williams, NS, CA Ancaster, ON, CA North York, ON, CA London, ON, CA Grande Prairie, AB, CA St. Albert, AB, CA Brandon, MB, CA Halifax, NS, CA Kamloops, BC, CA Penticton, BC, CA Amherst, NS, CA Oakville, ON, CA Prince George, BC, CA Georgetown, ON, CA St Thomas, ON, CA New Westminster, BC, CA Woodbridge, ON, CA Pickering, ON, CA Kelowna, BC, CA Charlottetown, PE, CA Maple, ON, CA Burnaby, BC, CA Barrie, ON, CA Scarborough, ON, CA Sudbury, ON, CA Sault Ste. Marie, ON, CA Medicine Hat, AB, CA Duncan, BC, CA North Bay, ON, CA Fenelon Falls, ON, CA Pembroke, ON, CA Surrey, BC, CA Trenton, ON, CA Simcoe, ON, CA Niagara Falls, ON, CA St Catharines, ON, CA Campbell River, BC, CA Tsawwassen, BC, CA Richmond, BC, CA Victoria, BC, CA Midland, ON, CA North Vancouver, BC, CA Peterborough, ON, CA Lower Sackville, NS, CA Mount Pearl, NL, CA Orillia, ON, CA Bowmanville, ON, CA Saskatoon, SK, CA St. John's, NL, CA Chilliwack, BC, CA Coquitlam, BC, CA Abbotsford, BC, CA Okotoks, AB, CA Calgary, AB, CA Strathmore, AB, CA Etobicoke, ON, CA Orleans, ON, CA Toronto, ON, CA Guelph, ON, CA Courtice, ON, CA Timmins, ON, CA Tillsonburg, ON, CA Dundas, ON, CA Canmore, AB, CA Nanaimo, BC, CA Cranbrook, BC, CA Whistler, BC, CA Vernon, BC, CA Windsor, ON, CA Cambridge, ON, CA Fort McMurray, AB, CA Unionville, ON, CA York, ON, CA Cornwall, ON, CA Woodstock, ON, CA Bradford, ON, CA Collingwood, ON, CA Squamish, BC, CA Dartmouth, NS, CA Richmond Hill, ON, CA Camrose, AB, CA Waterdown, ON, CA Sherwood Park, AB, CA Gloucester, ON, CA St Peters, NS, CA Port Perry, ON, CA Cochrane, AB, CA West Vancouver, BC, CA Ottawa, ON, CA Summerside, PE, CA Aurora, ON, CA Bloomfield Station, PE, CA Kitchener, ON, CA Liverpool, NS, CA Yarmouth, NS, CA Red Deer, AB, CA Lethbridge, AB, CA Rocky View County, AB, CA Thornhill, ON, CA Kingston, ON, CA Vancouver, BC, CA
Job Segment:
Help Desk, Information Technology, Linux, Computer Science, Service Desk, Technology, Customer Service
