What we are looking for:
- System Administrator for 4+ years managing Contact Center / CRM / ERP platforms for 100+ concurrent users
- 5+ years as Windows/Linux or Network administrator for 100+ simultaneous users
- Proficiency in Alvaria, Aspect, Noble Systems products
- Skilled in supporting high-volume, public-facing web apps with a focus on availability and security
- Expertise in administering multi-user, mission-critical servers
- Familiarity with contact center and customer service solutions
- Relevant education/certifications or equivalent experience
Responsibilities:
Solutions Availability
- Administer / Support / Maintain / Troubleshoot selected solutions
- Participate in an on-call support rotation to provide technical support and work outside normal business hours as required
Solutions Suitability
- Understand business and technical problems raised by stakeholders
- Specify solution requirements jointly with stakeholders
- Work with internal and external providers, consultants and vendors to determine the most cost effective solutions satisfying the requirements and the constraints
- Evaluate solutions feasibility
- Identify / design possible solutions
- Provide solution estimates
- Evaluate / Test / Select retained solution candidates
- Deploy selected solutions
- Phase out solutions
Work Quality
- Document for various audiences, at the multiple levels of the processes, to support availability and suitability
- Aim for best practices in each of the various IT areas
- Drive continuous performance improvement for both the team and the clients
Clients Service
- Proactive (you don’t wait for things; try to anticipate)
- Responsive (not instant gratification but when engaged, there’s presence)
- Accountable (you’re strongly contributing to success; information needs to flow for proper decision making; qa/continuous improvement/coaching/mentoring)
- Autonomous/Responsible (don’t need to chase people or push; instead steer and possibly slow down a little)
Implementation, integration, deployment and troubleshooting perspectives:
- Understanding of networking/interconnectivity concepts, protocols, devices and related toolsets
o e.g. VLANs, ACLs, TCP/IP, IPSEC, NAT, PAT, Proxies, Reverse Proxies, (S)RTP, SIP, IAX, AJP, HTTP(S), SOAP, REST API, SMTP, SDN, ping, arp, tracert, traceroute, netstat, ss, nmap, tcpdump, wireshark, curl, telnet - Understanding of common enterprise application stack components, how they interact, how to navigate in the layers and the related toolsets o e.g. Hardware, Virtualization, OSes, Application Servers, Applications, Dependencies, Databases, Storage, Monitoring, Automation
- Understanding of identity management, authentication and authorization o e.g. LDAP(S), AD, Kerberos, ADFS, SAML, oAuth, ADAM
- Understanding of scripting / code o e.g. Powershell, Bash, Python, Javascript, Java, C#, PHP, SQL
- Some understanding of Business Analysis, Project Management, Architecture, Security and Procurement
- Self-motivation to recognize and fill information / knowledge gaps arising from complex enterprise environments and new technologies
- Demonstrable ability to leverage and apply all the above when evaluating, designing or troubleshooting
Soft skills:
- Excellent active listening and reading skills in English
- Exceptional written and verbal communication abilities in English
- Strong team player with analytical skills
- Capable of multitasking and thriving in high-pressure, fast-changing environments
- Exemplary client service skills