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Job Description & Reporting Structure:

Virtualization Administrators report directly to the Content Project Manager but will also receive job assignments from the Content Team Lead.

The Virtualization Administrator is a vital role in the Learn on Demand Systems (LODS) Operations department. This position is completely remote, a qualifying candidate is expected to have a home work space that includes a quiet area for meetings and conference calls. Virtualization Administrators are responsible for building and managing LODS lab environments. In addition to preparing client content, Virtualization Administrators function as a Tier-2 support, assisting the LODS Help Desk with advanced lab issues.

Qualifications:

Required

  • Comfortable working from home and a self-motivator
  • Strong ability to troubleshoot using many different resources including web searches
  • Ability to multi-task and prioritize
  • Clear and professional communication skills – both written and verbal
  • Familiarity with many different technologies in the Windows and Linux families

Preferred

  • Familiarity with major cloud provider platforms (Azure/AWS/Google)
  • Technology certifications (VMWare, Azure, AWS especially)
  • Usage and understanding of the following Lab on Demand platform aspects:
    • Lab creation, management, and maintenance using HyperV, VMware, and/or Cloud Slice (Azure, AWS)
    • Content creation and management using the markdown tools in the Lab on Demand IDLx editor
    • Interacting with storage, hosts, file shares, etc.

Essential Job Duties & Responsibilities:

  1. Able to lift over 3 pounds
  2. Ability to sit for long periods of time
  3. Ability to operate equipment such as telephone, computers, etc.
  4. Build and Maintain LODS Internal Lab Profiles
    1. Build and maintain Microsoft Official Curriculum and Microsoft Community courses within provided timeframe
    2. Build requests and tasks will be provided and managed by Content Project Manager
  5. Build External Lab Profiles
    1. Build client proprietary labs per provided build guides
    2. Standup labs per provided lab files sent via LODS FTP or shipped via HDDs within client’s timeframe requested
    3. Transition client proprietary labs from development series to production series
    4. Build requests and tasks will be provided and managed by Content Project Manager
  6. Assist with Event Preparation
    1. Assist with deployment of lab files for large scale events featuring LODS hosted labs
    2. Opportunities may involve traveling to provide on-site event assistance
  7. Content Ticket Management
    1. Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
    2. Ensure tickets are tagged appropriately
    3. Escalate issues to Infrastructure or Content Team Manager as needed
  8. Content Provider Lab Management
    1. Attend Content Provider meetings and work with Content Provider on their build schedules
    2. Troubleshoot and escalate issues with labs to Content Provider contact

Collateral Job Duties & Responsibilities:

  1. Lab Developer Assistance and Training
    1. Assist clients who have lab developer seats in the Lab on Demand platform on how to build, manage, and troubleshoot their proprietary labs
    2. Occasionally provide Lab on Demand lab developer training for an individual or group
  2. Documentation
    1. Create and maintain content related documentation for both internal and external use as mandated by the Content Project Manager
    2. This may include both written guides and demo labs on best practices for lab development, internal errata, fixes for common issues, etc.
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Job Description

We are looking for a talented software developer to work on a new web-based company portal. This involves working with several other applications and back-end services to automate numerous workflows. Front-end skills will also be required to build the portal’s user interface and reporting features. We use a standard ASP.NET MVC / SQL Server backend, hosted in Microsoft Azure. Front end is straight-forward Javascript/CSS/HTML5. You will work with a small team of dedicated developers. We all work remotely from home-based offices, so strong communication skills are paramount.

Requirements

  • 5+ years experience with C# and ASP.NET MVC
  • Strong skills working with and designing RESTful Web APIs
  • Experience with Microsoft SQL Server
  • Experience building solutions on Microsoft Azure
  • Solid front-end Web skills (Javascript, CSS, HTML)
  • Practical experience with Domain Driven Design and SOLID principles
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Assist our customers and provide timely answers to their questions using multiple communication types (email/ticket system, phone, IM). This position requires focus on excellent customer service skills and moderate technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios. Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.

General Responsibilities:

  1. Assist customers with questions and issues around their lab user interface
    • End users require support on usernames, passwords, lab launches, connectivity and lab content 
    • Operations managers require support with class creation, rosters, lab launch testing usernames, passwords and other issues
    • Instructors
    • Lab developers 
    • High priority client-specific programs 
  2. Escalate tickets per call tree when necessary to internal departments and team members
  3. Support other internal departments as needed
    • Perform testing of One Learn Lab on Demand and One Learn Training Management Systems platform services and features
    • Report and document issues for Platform Team 
    • Work with Operations/Content on projects 
  4. Develop and maintain best practices for use of Learn on Demand Systems
    • Provide feedback on the self-help articles available to users/clients
    • Provide/maintain internal documentation used by the help desk team on common tips and tricks to alleviate tickets 
  5. Perform routine maintenance on One Learn Lab on Demand to ensure compliance with best practices and procedures

Expectations:

  1. At all times have a thorough understanding of all aspects of Learn on Demand Systems services and products, including all features, functions, and capabilities
    • Training Management System 
    • IDLx
    • Lab on Demand 
    • ABA/PBT 
    • Automation Tools 
    • Cloud-Based Solutions (Azure, AWS) 
    • Shared Labs
    • Original Content
  2. Be familiar with high priority clients/programs and general users of Learn on Demand Systems 
  3. Have a solid technical background on the following
    • Basic PC equipment 
    • Audio configuration 
    • MS Office365 Applications 
    • Skype for Business 
    • Ticket tracking and timekeeping software 
    • Virtualization 
    • Classrooms, labs, courseware and other parts of Technical Education
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