Tuesday, July 6, 2010

IT Helpdesk Engineer / System Admin

About the Job

IT/Information Technology Helpdesk Engineer - System Admin

Directly responsible for triaging alerts, incoming service requests, and troubleshooting tier I events in direct support of our clients and field team.  The Helpdesk engineers are chartered with remotely monitoring, notifying, and remediation of incoming alerts and service requests involving GDS and our clients’ computing resources.  The successful candidate must possess effective and efficient skills for remote administration, remediation, and documentation of computing resources in a LAN/WAN environment.  Alerts must be properly responded to and the customer notified within 30 minutes of detection.

All service activity and alerts must be captured in GDS’s support database. Accurate and thorough documentation must be maintained consistently. Engineers’ are responsible for tracking and completing call tickets generated as the service activity occurs.  

Responsible for prioritizing individual schedule to ensure a timely closure of tickets and business opportunities in order meet monthly helpdesk goals and objectives.  Perform related tasks involving the setup and testing of new clients with our monitoring toolsets to provide automated monitoring, alerting, and connectivity.  This consists of establishing connectivity, performing a network discovery, configuring and setup of monitoring agents, and applying the appropriate monitoring and notification policies for maintaining the computing resources within an enterprise.  Accountable for customer satisfaction and building customer loyalty to a point where they feel our services are crucial to their success. 

Must communicate and interface with team members, customers, and venders to ensure a smooth and collaborative outcome.  Responsible for identifying, cultivating, and promoting additional revenue opportunities including but not limited to: additional Managed Services and Professional Services.  Provide supplemental technical support for the field team and the company’s R&D efforts as situations dictate.  Required to be on-call on a rotating basis and respond to emergency calls either remotely or on-site as circumstances dictate. 

Tasks Consist of:
·         Remotely manage and remediate network infrastructure devices, servers, personal computers, and connectivity.
·         Fulfilling our managed service contractual obligations
o        Monitor, alert, troubleshoot, & remediation of contracted systems.
o        Issue recommendations based on alerts & monitoring data
o        Coordinate troubleshooting efforts for circuit and other non-supported issues
o        Building customer loyalty to a point where they feel our services are critical to their success. 
·         Provide emergency remote and on-site service for customers. 
·         Managing customer requirements by providing technically sound solutions and recommendations.
·         Pro-active approach towards managing and remediation of alerts in order to maintain our customers’ networks & systems in a healthy and reliable state. 
o        Install & track latest service packs & configurations on contracted systems for both OS and applications, e.g., Exchange.
o        Remediation & tracking of alerts.
o        Issue recommendations based on alerts, business & system requirements, & new technologies
o        Recommend reliability & security enhancements, including antivirus & other security measures, e.g., security patches, etc.
·         Help develop and improve our deliverables to the customer.
o        Support R&D engineering efforts
o        Provide recommendations
o        Implement planned updates & enhancements
·         Promote other GDS services
o        Issue system & network recommendations – position GDS products/services and GDS as the preferred provider.
·         Supplemental Tech-Support to field & other helpdesk engineers
·         Adhere to GDS policies & procedures
·         Other related tasks as required.

Background & Skill Sets Needed:
A minimum of three to five years experience administering and maintaining network and systems in a Microsoft environment.  Prefer a background in managed services. Must possess a minimum Microsoft MCSA certification and preferably a Citrix CCA certification.   Proficient with remote administration and remediation of LAN/WAN environments including firewalls.  Good verbal and written communication and typing skills a must.  Need to be a self-starter, detail-oriented, and able to see tasks/projects through to conclusion with minimal supervision.  Able to employ sound time management skills, technical knowledge, and a strong work ethic towards meeting the company’s goals and objectives.

Manager, IT: Software Configuration Management

Developing policies,  documenting and implementing processes, creating metrics and reporting for all software configuration activities in the organization.
Delegating/ coordinating work for build engineers, outsourced configuration management vendor staff and other configuration management departments, and ensuring their understanding and adherence to configuration management processes and procedures.
Ensuring the management of code deployments to test and production environments and ensures environments are configured properly.
Managing and controlling source code repository
Monitoring internal and external technology trends and makes recommendations for operating improvements
Researching, documenting, and presenting proposals on hardware, software, tools, policies, processes, and training materials to management and user community.
Ensuring all work is in accordance with the IT Operating Model.
Managing budget and reporting activities for the business area.
Providing leadership, development, coaching, goal-setting, performance feedback and other HR related activities for team members.

Bachelor’s degree in IT, Computer Science or relevant technolgy field.
Minimum 8+ years IT experience, with at least 5+ years software configuration management experience
Minimum 3+ years experience in a supervisory/managerial role
Demonstrated ability to implement, document and maintain effective configuration management policies and tools.
Hands-on experience with Subversion, Subversion IDE plugins, Windows Server 2003 or later,  SQL Server 2005 or later, Lotus Notes, Microsoft Office, Microsoft Visio, Microsoft Project
Knowledge of ClearCase, Perforce and Endeavor
Experience with Windows Server, Windows, Virtual Environments, AIX and IBMThe Maverick and His Machine: Thomas Watson, Sr. and the Making of IBM Mainframe
Strong project management skills
Demonstrated leadership skills; ability to drive team performance
Strong analystical, problem-solving and conflict resolution skills

Software Quality Analyst

Exp: 0 to 5 Years

Role Summary/Purpose

The software quality analyst will be a key member of a diverse and talented team building high performance software used in automated processes. These industries include but are not limited to electrical generation, electrical distribution, manufacturing, water, data centers, mining, oil & gas, and transportation. You will be part of a team developing capabilities within a modern, service oriented architecture.

Essential Responsibilities
Above all you must have a passion for learning, and the ability to apply that learning in a practical manner to your high quality work.

· Review and have input into designs and requirements
· Test the capabilities of newly developed software
· Generate clear and concise test cases and results
· Develop test automation frameworks and test cases
· Report defects and test corrections
· Interface with development to ensure quality
· Learn and apply new technologies
· Collaborate with all stakeholders to ensure product success
· Provide timely and accurate estimates for project deliverables

· BS in engineering or science discipline with course concentration in computer science.· Minimum 1 year experience using object oriented design, data modeling, and analysis methodologies.· Minimum 1 year experience using .NET technologies like C#, WPF, WCF, WF, or Silver light.· Minimum 1 year experience testing software and applying software test methodologies.· Strong interpersonal and written communication skills.· Strong focus on satisfying the needs of the customers.· Strong desire to constantly learn new things, and integrate them into your working skill set.

Additional Eligibility Qualifications

Desired Characteristics
· Experience with Windows mobile devices· Experience with Windows networking· Experience testing graphical user interfaces· Experience in web services, SOA, ESB, data modeling and databases· Experience with SQL programming· Experience working within an ISO-certified development process. · Manufacturing IT, Infrastructure (power, water, mining, etc..), or Automation Software industry experience