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full time Network Admin/Support (Montreal, downtown)

at Jobs in Montreal Montreal


Senior Specialist Service & Infrastructure Operations
(Level2 Mgmt)


Job purpose

Administer, maintain, and troubleshoot our client's corporate server estate.

Responsible for the operational performance of Client's Operations products and services portfolio according to agreed SLA's.

Responsible for the monitoring and management of Self Service and Kiosk service, ensuring all systems checks are completed and documented and any service incidents are managed, resolved or escalated in a timely manner.

Ensure that adequate communication and notification is provided to the Operations community, detailing and reporting the necessary service information.

To contribute with Operations support colleagues to develop, maintain and improve our support processes for performance availability of the Operations portfolio.


Key-result areas

Job Responsibilities

• Groups and Permissions for Accessing Server
• Manage systems that are already designed and installed
• Maintenance of Standard Software Configuration for Workstations
• Manage the day-to-day delivery
• OS/NOS Problem Determination
• System Operation
• Recovery of data files
• Monitor server for storage capacity
• Implement solutions at the systems and subsystem level
• Maintenance of Software on the Servers
• Install extensions to existing servers
• OS/NOS Problem Determination
• Install OS/NOS within existing account
• Implement OS/NOS backup strategy
• Implement OS/NOS monitoring strategy
• Monitor and Tune Servers for performance
• Provide technical support to Operations products
• Troubleshoot and resolve Operations Systems related incidents with the least amount of system downtime and impact to our customers.
• Support Level 2 Operations with the implementation of new Operations customers and connections, ensuring that all the necessary checklists and actions have been completed successfully.

Job Activities

• Set up regularly scheduled jobs (i.e., backups) to run on a Server (referred to as 'background' jobs)
• Monitors the load and the unload of tapes (for backups) on the server
• Set up ad-hoc background jobs to run on the Server (like special backups, or monster print jobs)
• Cycle down a Server (e.g., prior to scheduled maintenance)
• Bring a Server back on-line (after the maintenance)
• Monitor background jobs for successful completion
• Add user ids, passwords and permissions on a Server
• Remove an existing user id and permissions from a Server
• Assign new User ids on a Server
• Assign new server passwords (random)
• Determine if the Server has sufficient capacity to add an additional user or group of users
• Provide Level 2 support
• Diagnose Server problems
• Diagnose a software problem on a single user's workstation
• Respond to alarms (Server related) from the monitoring tools
• Perform initial problem diagnosis
• Perform OS/NOS installations
• Perform testing of OS/NOS installations
• Tune the OS/NOS
• Write automation
• Ensure availability of the systems
• Perform problem determination
• Anticipate Capacity, Performance and Availability Needs
• Install OS/NOS fixes
• Set up a standard Server
• Establish the initial groups and permissions on a Server
• Change the servers' software configuration
• Update the asset information
• Order end user Software that will be Server distributed
• Install software (for End User use) on a Server
• Install utility software on a Server
• Monitor the software vendors for known problems and fixes
• Add identified fixes and problem descriptions into the knowledge base
• Responsible for ensuring all related documentation and technical issues are effectively conveyed to incoming shifts.
• Works with other departments, customers, vendors, and partners to provide efficient fault determination and resolution of network and systems outages.
• Identifies, isolates, and resolves data communications problems.
• Monitors server management systems and tracks all server problems to resolution.
• Works with subscribers, business, and site partners in resolving service impacting issues.
• Provides high quality customer service and follow through.
• Follows escalation and notification processes as required.
• Documents outages in a detailed fashion
• Updates operating procedures and documentation on a consistent basis.
• Monitors ticket update information and ensures trouble-ticketing information is current and accurate.
• Updates the configuration database on a scheduled basis, and provide real-time and postmortem outage notification and reporting.
• Produces daily, weekly, and monthly network availability and performance reports.
• Installs configuration for the server solution
• Performs testing of installs
• Ensure availability of the servers
• Installs fixes
• Updates the asset/configuration after configuration changes
• Other duties may be assigned

Knowledge, skills and experience required


Education and training

• Bachelor's degree in either an IT or business discipline
• One of the following certification:
o MCSE 2003
o MCITP: Enterprise Administrator
• One of the following certification:
o LPIC L2
o LPIC L3
o RHCE
• Following certification would be an asset:
o A+
o MCDBA
• ITIL certification (e.g. Foundation, Change, Incident and Problem management)
• Six Sigma Awareness

Experience

• Minimum of 5 years of experience with Microsoft Server Operating Systems
• Experience in management of 50+ servers farm.
• Minimum of 5 years experience in a service provider environment


Knowledge and skills

• Excellent knowledge of server hardware (including SCSI, RAID and I/O topology), mainly HP and IBM platform.
• Excellent knowledge of storage hardware (including Fiber channel, clustering, etc.)
• Proven expertise in Server Administration ( Microsoft)
• Excellent knowledge of Microsoft's Active Directory, Terminal Servers
• Advanced knowledge DNS/WINS/DHCP, Files & Print Sharing, DFS, Quotas and File screening and shadow copy.
• Advanced knowledge in Backup Management, mainly Backup Exec, Ultraback.
• Advanced knowledge in Antivirus Management, mainly Symantec and MacAfee.
• Advanced knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
• Must have an understanding and working knowledge of PC based equipment and common PC based applications
• Working knowledge of HP OPENVIEW and NETCOOL, or other industry standard monitoring systems
• Excellent interpersonal and team working skills
• Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends
• Proven track record in managing multiple escalations with effective follow-up/follow-through
• Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner as well as dedication to providing superior service.
• Excellent communication skills
• Conversant with Utilities/Programs
• Ability to work effectively in a team environment.
• Demonstrated willingness to take incoming service requests without being prompted to by team members or Management, as well as accountability for resolving the trouble or request in a timely and complete fashion.
• Proven track of maintaining an appropriate level of professionalism with both customers and providers at all times
• Must be able to prioritize
• Must be self reliant
• Must be willing to work irregular hours and to carry a pager
• Must be fluent in English. Fluency in French and/or another language is a plus

Location: Montreal, downtown

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27-09-2012
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