Windows System Administrator

ELITS - Edmonton, AB (18 months ago)

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ELITS Canada Inc. is a subsidiary to ELITS Global Group AB. ELITS is a culture-driven, independent IT company founded in 2006, with a major focus on the operation of IT environments. ELITS provides a global delivery model, with 24/7 commitments of managed services, packaged IT services and consulting. Through good industry knowledge, innovation, commitment and responsiveness, ELITS provides operations and monitoring around the clock – throughout the year – around the world. The company has 100+ employees and is present in 11 locations in Europe, North America and Asia. At ELITS we pride ourselves on our ability to communicate IT in a natural and straightforward way – Another Kind of IT. Communication is a very important part of the work since we work closely with our customers. As an employee at ELITS you will become a part of a great team who always responds to the customer with humility, and at the same time is very proud of what we deliver.

ELITS is looking for a talented Windows System Administrator for a full time position in Edmonton! You will be part of a global team and be responsible to operate and secure a stable infrastructure. The role focuses on optimizing the services to the agreed service level in a cost efficient and timely manner.

The tasks may be divided to both individual and work in projects. It is important that you have a great ability to co-operate with customers, suppliers and colleagues. The ability to handle teamwork and co-operation is an important skill to maintain a high standard and a quality delivery to our customers.

Role Summary

The purpose of this position is to provide customers with reliable technical solutions to the complex integration problems associated with the Mediaroom solution built on the Microsoft platform. This position focuses on the IPTV product Mediaroom® (IPTV = Internet Protocol Television). As a technical resource working with our Mediaroom operators and partners, you will be minimally required to have solid technical expertise across Microsoft enterprise products like Windows Server, SQL Server, System Center tools, and strong troubleshooting skills with technical depth in at least 2 areas of technology utilized by the Mediaroom platform.

At a high level, candidates must have exceptional customer service, problem solving, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate with development, field, and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals. Must possess the ability to work with minimal supervision and operate as a self contained business unit within the Mediaroom team.

Roles and Responsibilities:
Lead the investigation and isolation of unique and challenging problems, collaborate with product development teams and other support groups to devise a plan for resolution that meets the customer’s needs.
Maintain high levels of customer satisfaction, both external and internal customers.
Delivery of support within predefined service level agreement.
Define methods and process to lead both customers and internal resources through technical issue deconstruction and analysis.
Provide direction to others on the management and analysis of issues, review solutions, review technical documentation for accuracy and depth, and deliver technical training.
Interact with Support Ticketing, Bug Tracking and Knowledge Management systems to share incident and error information in a consistent format on a timely basis.
Report software bugs to product groups. Advise on potential software improvements during the design and pre-release process.
Mediaroom Support Services provides 24 x 7 x 365 support

Technical Knowledge:
Has detailed, hands-on understanding of knowledge/skill in two or more of the following areas and is able to apply it effectively when managing/troubleshooting customer problems:

Must have Windows Server System Administration experience (OS, AD, IIS, PKI, .Net Framework, Web-Services, Clustering technologies, Hyper-V),
System Center tools experience (Operations Manager, Configuration Manager, Virtual Machine Manager),
Troubleshooting Techniques and Tools (PSSDiag, DebugDiag, NetMon, Message Analyzer, WireShark, IIS Logs, Event Logs, TSReader, etc.),
SQL Server Administration (Clustering, H/A, transact SQL, Performance Analysis and Query Design, DB Management/Admin, and interaction with Web Services),
Network traffic, routing, Security/SSL, Active Directory, NLB
Scripting experience (Powershell strongly recommended)
Knowledge of Managed and Unmanaged code, related troubleshooting, and PowerShell scripting,
Troubleshooting capability with common Audio-Video delivery formats; such as MPEG
Microsoft Debug (User and Kernel mode) tools knowledge and troubleshooting skills.

Required Professional and Communication Skills, Behaviors:
English fluency both verbal and writing is essential
Previous Mediaroom technical support experience is highly desirable
Experience Microsoft platform servers (5+ years troubleshooting Microsoft server platform software)
Experience working with and supporting Enterprise and/or Telco/Cableco customer base is a plus
Works effectively in situations involving uncertainty, change, or lack of information,
Strong analytical and problem solving skills
Critical to be proactive, Hands-on, autonomous and self-learner
Experience working in Support organization with external customers
Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in ways which enhance business effectiveness
Proven ability and ambition to quickly learn new technologies and underlying technologies to more effectively support the breadth and depth of the Mediaroom TV platform

Are you a social, flexible and structured person with great interest in information technology? Do you find development, constructing and use of the latest technologies challenging? In that case – send your application to us today!

Position open only for Canadian residents.

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