Support Administrator

2 months ago

Vancouver, Canada Ntirety Full time

**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 company-wide interdepartmental escalation procedure
- Serve as escalation/de-escalation 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/de-escalations 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 customer-centric 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 load-balancer 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 (Hands-on 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
- AZ-900 Microsoft Azure
- Cmptia Network+. Linus+ or A+
- LPIC
- Preferred Certifications:

- At least one of the following
- AWS Solutions Architect
- AWS SysOps Administrator
- AWS Devloper
- AZ-104 Azure

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