Job Description

Position Title: Cloud & Data Center Systems Support Analyst Location: Flexible (Victoria, Vancouver, Regina, Calgary) Compensation: Negotiable (depending on experience) Reports to: Service Desk Manager Skills Overview The role is diverse in its exposure to technology and vendors but is focused on data center support. While it is not mandatory that candidates have skills in all 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 a several 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:

• Cloud – O365, Azure, AWS and other cloud environments
• Data Center - Cisco UCS, Cisco ACI, NetApp, Cisco Hyperflex, Cisco Nexus, Veeam, VMware, Nutanix.
• Routing and Switching – Cisco Catalyst/ISR, Juniper EX/MX/SRX, Meraki
• Microsoft – Exchange, SCCM, SQL, Active Directory, File Servers
• Management Platforms – Cisco Prime, Juniper Space, SKY ATP
• Automation – PowerShell, Ansible, Puppet, Python

In addition to the above, the candidates should highlight any additional relevant technical skills that may be applicable to the Charter business. Additionally, candidates that holds CCNP Enterprise, Data Center certifications, NetApp NCDA would be preferred. The candidates should highlight any additional relevant technical skills that may be applicable to the Charter business. Responsibilities & Accountabilities: Teamwork

• Work cooperatively within a team to provide support to Charter customers.
• Attend team huddles and be an active participant team planning activities.
• Bring subject matter expertise and leadership in Cloud, Microsoft Active Directory, MS Exchange, and systems applications.
• Bring subject matter expertise and leadership in Cisco UCS, NetApp, Nutanix, Veeam and VMware.
• Use provided workflow tools to reflect the status of tickets, tasks, effort/labor 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.
• Work collaboratively within the broader team (pre-sales, architecture, project delivery) to bring your skills to bear where and when they are required.

Support Desk:

• Provides timely delivery of customer communications regarding troubleshooting and restoration of services.
• Tier 2 Remote Support & 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 Team Lead / Supervisor

Culture Building and Professional Development:

• Engage deeply within the Charter company, 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.
• Engage strongly in professional development activities with your mentors, reporting manager and HR to ensure growth, fulfillment, and overall success for all parties.

Qualifications and Experience:

• Minimum 5 years of experience in IT & Infrastructure administration.
• Proven experience providing technical design, deployment and support of Data Center Networking, Storage, Systems and Cloud based solutions.
• VMware, Microsoft and Cloud environments
• Competence in the configuration and troubleshooting of networking hardware, specifically switches, routers, firewalls and wireless access points considered a strong asset.
• Ability to establish strong working relationships.
• Demonstrated ability to obtain and hold industry certifications such as VMware VCP, Microsoft, or AWS certificates. Current certifications are not mandatory, but it is expected the candidate will obtain what is necessary as part of professional development.
• Time management, organizational skills, and excellent communication skills are greatly desired.

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.
• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision.
• Authorized to work in Canada.

Working Conditions:

• Full-time, Permanent
• Overtime as required
• Part of on-call rotation
• Minimal Travel – Less than 10%
• Comprehensive benefits package with profit sharing