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Job Description
Reporting to the Chief Information Officer, the Director of Technical Services is responsible for the smooth and effective day to day execution of technical services, support, and service-related tasks, managed through a comprehensive and effective ticket management system. Additionally, the Director of Technical Services oversees the growth and development of the staff on these teams, ensuring they are knowledgeable and effective in their roles. This must be accomplished with an eye to creating efficient and effective process and ensuring that outcomes are consistently high quality.
To be successful in this role, the Director of Technical Services must be an individual with a deep understanding of our platforms, tools and technologies, as well as how those are deployed to solve customer problems. This position requires personnel and team management, efficiency in planning and execution, partner and client interactions, process creation and implementation, multi-tasking and extreme attention to detail.
Qualifications
- Ability to effectively develop and manage a technical team and most importantly develop individual team members
- Have a deep understanding and knowledge of our platforms and services
- Have a deep understanding of the tools and processes required to effectively run a 24/7/365 ticket based customer service platform
- Have the ability to prioritize and organize the tasks and needs of the organization and individuals
- Possess excellent written and oral communication skills with the ability to convey technical information to a broad audience of non-technical and technical people.
- Demonstrate a deep understanding of technology and its execution on modern platforms
- Have the ability to execute against broad organizational strategy and goals
- Have the ability to create deep analytical insights within the platforms used by the organization
Essential Job Duties and Responsibilities
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
Manage the Technical Services Team
- Manage Comp Time records, shift coverage, time off and schedules
- Ensure that 24x7x365 coverage is maintained for all levels of technical service
- Build and execute an internal communications policy, including reoccurring meetings, 1:1’s, employee work groups, group chats, voice services & communication flows for all team members
- Hire, train and maintain adequate staffing and technical expertise which align with the goals and services of LODS, focus on growth, skills, planning
- Develop, implement and monitor performance measurements that enable analysis of Technical Service team performance, focus on standardization and SLA’s
- Provide ongoing analysis of Technical Services team performance and recommendations relating to processes, tools, technology, and people, focus on data reporting
- Ensure Technical Services team is effectively and efficiently responding to tickets, following lab build protocol, understands and implements LOD platform services and features; focus on accuracy, timeliness, professionalism
Work with leads to ensure smooth daily operation of technical service desks
- Ensure excellent customer satisfaction and drive initiatives to improve service
- SLA response times
- Ticket Reports
- Customer contact
- Ensure excellent and complete documentation and internal knowledge base exists for all activities, conditions and customers
- Work closely with LOD Admin and Product Manager in setting content processes and ensure Technical Services team is following processes and policies
- Ensure all work performed by Technical Services is billable, internally or externally and execute billing activities with Operations, Sales & ARAP
Work with Chief Information Officer to develop and execute goal and plans
- For team members as individuals and contributors to the company
- For Technical Services as a department
Collateral Job Duties & Responsibilities
Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.
- At all times have a thorough understanding of all aspects of Lab on Demand Systems products, including all features, functions, and capabilities, including but not limited to:
- Training Management System
- IDL Studio
- Lab on Demand
- PBT
- Cloud Slice
- Cyber Range/Shared Lab Environment
- Health IT
- Automation Tools
- Be familiar with all major customers and general users of Lab on Demand
- Zendesk
- Understanding of our Zendesk plan
- Including Support plan and Zendesk Talk plan
- LODS internal POC for Zendesk
- Understanding of our Zendesk plan
- Manage and maintain Zendesk best practices
- Manage user accounts
- Manage Zendesk Reporting
Learn on Demand Systems is a virtual company which engages in productive remote co-working sessions from time to time in different locations around the USA. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.
Candidate Profile
The preferred candidate for this position should be analytical, mathematical, logical, self-motivated, and efficient individual, expected to possess exceptional written and oral communication skills, listening and interpersonal skills. They must possess the following:
Education & Credentials
- Associate’s degree in the field of business administration, computer science, accounting, management, information systems or related field
- Bachelor’s degree preferred, or equivalent technical certifications will be considered
Experience & Job Knowledge
- Proven experience in analysis
- Proven experience in the operation and analysis of database software, and standards, as well as data retrieval methodologies
- Proven project management skills
Technical Skills
- Must possess effective business communication utilizing correct English including spelling, grammar and punctuation
- Experience in PowerBI; understanding and writing reports
- Strong customer service orientation with a strong attention to detail
- Ability to conduct research into systems issues and products as required
- Ability to communicate ideas in both technical and user-friendly language
- Experience working in a team-oriented, collaborative environment
- Ability to work well within a fast-paced environment, with challenging deadlines, a multitude of projects and changing priorities
- Apply proven communication, analytical, and problem-solving skills to help maximize dataflow, and value creation.
- Strong understanding of Power BI, and proven experience in building reports with various analytical software.
- Collaborates in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
- Provides financial functional and technical support.
- Responsible for generating and compiling reports based on data findings, complete with probable causes and possible solutions to systems issues.
- Assist in the planning, design, development, of new applications and enhancements to existing applications.
- Prepare and deliver reports, recommendations, or alternatives that address existing and potential financial trouble areas in software systems across the organization.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other support.
- Excellent understanding of the organization’s goals and objectives.
- Performs other duties as assigned.
The Project Manager is responsible for providing structure to the Professional Services Team. The Project Manager reports to the Director, Professional Services.
The Project Manager reports to the Director, Professional Services and has a broad set of responsibilities which encompasses the successful delivery of customer solutions using the delivery management methodology. The Project Manager interacts with team members to propose business to the client, with primary responsibility for estimation of effort to accomplish the proposed business solution. Once the business has been won, the Project Manager is responsible for project start-up, resource assignment, delivery management, scope management, and successful completion of the project and post mortem . The Project Manager has direct responsibility for meeting time and budget delivery targets as established by management. The Project Manager will keep team members informed to ensure timely and accurate client communication.
- Drive extraction of customer business requirements; map to high-level technical design or functionality specifications
- Establish and manage project delivery schedule
- Manage project expectations with Account Manager, who in turn manages the customer expectations
- Assign and manage resources to deliver to schedule
- Manage project budget
- Check time reporting and status reports for accuracy
- Approve project billings for accuracy
- Manage all written deliverables and perform writing/editing on project architecture
Essential job duties
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
- Create effort estimation schedule to fulfill customer solution as proposed on Statement of Work
- Assign resources to project
- Create project start-up information and project plan
- Conduct project kick-off meeting
- Manage delivery of project, including change order management
- Manage documents throughout project lifecycle
- Conduct ongoing project status meetings
- Escalate issues to management as appropriate
- Manage deliverable to customer
- Conduct project post-mortem
- Document case study and lessons learned to increase Team’s knowledge-base
- Participate on projects as delivery resource for writing; testing; quality assurance as appropriate
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.
- Perform other tasks as might be required for the business operations of the company.
- Knowledge of project management principles
- At least three years of project management experience
- Experience with Professional Services
- Strong leadership skills
- Strong communication skills, written and verbal
- Attention to detail and strong organization skills
- Ability to work effectively in team environment
- Strong motivation and initiative
- Knowledge of Microsoft products
- Ability to manage a budget and understand financial reports
- Proficiency with Microsoft Office Suite
- Comprehensive knowledge of course development software
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:
- 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
- Escalate tickets per call tree when necessary to internal departments and team members
- 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
- 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
- Perform routine maintenance on One Learn Lab on Demand to ensure compliance with best practices and procedures
Expectations:
- 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
- Be familiar with high priority clients/programs and general users of Learn on Demand Systems
- 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
Job Description & Reporting Structure
Our company is growing, and we are interested in hiring a Junior Accountant to join our team. The ideal candidate will have a head for numbers, experience with MS Excel, and strong analytical skills. The Junior Accountant will report directly to the Director, Business Operations, and will need to demonstrate the ability to work proactively and independently in a fast-paced office environment.
Essential Duties and Responsibilities
- Assist with preparation of financial statements.
- Assist with monthly billing process.
- Maintain Account Executives commission reports.
- Assist with accounts payable and procurement process.
- Analyze and reconcile bank statements and general ledgers.
- Post journal entries for accrued expenses and revenue.
- Maintain and record fixed assets.
- Assist with preparing SOC2 audit documentation.
- Maintain credit card accounts platform.
- Prepare and file local compliance reporting as necessary.
- Prepare court-mandated annual accounting reports and inventories for client discharges as necessary.
- Act as a liaison for vendors to reconcile any billing discrepancies.
- Able to lift over 10 lbs.
- Ability to sit for long periods of time.
- Ability to operate equipment such as telephone, computers, etc.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Qualifications
- 2+ years’ related experience
- Hands-on experience working with general ledgers
- Strong written and verbal communication skills
- Excellent problem-solving skills
- Proficient with ERP systems, including Microsoft Office
- Able to multi-task and prioritize work effectively
At-Will Employment. You should be aware that your employment with the Company is for no specified period and constitutes at-will employment. As a result, you are free to terminate your employment at any time, for any reason or for no reason. Similarly, the Company is free to terminate your employment at any time, for any reason or for no reason.
Job Description & Reporting Structure
Learn on Demand Systems (LODS) is seeking a full-time, self-motivated Staff Accountant to join our growing company. The Staff Accountant position has a heavy focus on data entry in accounting, finance, and human resources operational administration. This position reports to the Chief Financial Officer.
Learn on Demand Systems is a virtual company that has gained a position on Inc.’s 5,000 fastest growing companies for 2019 and 2020. Employees will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.
Essential Job Duties & Responsibilities
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
Able to lift over 10 lbs.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Requirements
Qualifications
- 2+ years bookkeeping experience
- 1+ year Quickbooks and Excel experience
- Solid technology skills
- Willingness to change due to growth and automation
Preferred
- Bachelor’s or Associates degree
- 2+ years of Public Accounting (auditing) experience
- Power BI experience
- Data analysis experience
Job Description & Reporting Structure
Job Description
We are looking for a detailed SDET to contribute and review the creation of designs for production software for Learn on Demand Systems suite of platform applications. The SDET’s primary responsibilities include both software development and testing tasks with a focus on testing and performance of production code. The SDET should have experience with advanced programming skills who can create automation testing tools and frameworks to assist the manual testing process.
Development is done primarily on a Microsoft solution stack consisting of Microsoft Azure Web Apps, Logic Apps, and Functions, combined with Microsoft SQL server for data management. Front-end user interfaces are generally HTML/CSS and JavaScript based. Quality Assurance testing is conducted and tracked within Azure DevOps.
Learn on Demand Systems is a virtual company which engages in productive remote co-working sessions from time to time in different locations around the USA. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.
Reporting Structure
The SDET reports to the Chief Technology Officer and works directly with our Platform Development Managers to ensure assignments are completed in a timely manner with high quality. The SDET will work with Development and QA teams across all three Learn on Demand Systems platform applications LOD, TMS and Portal.
Essential Job Duties & Responsibilities
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
- Work closely with development teams to ensure the effectiveness and quality of the components and systems developed
- Test for a range of projects from and enhancements to strategic initiatives
- Develop, maintain and execute test cases, ensuring the quality and stability of the system throughout all platforms
- Develop, implement, maintain and enhance test plans, test scripts and test methodologies that ensure exhaustive testing of all assigned software systems to ensure compliance with software/platform specifications
- Develop, implement and maintain automated testing best practices and principals across all platforms
- Identify and analyze defects/test results and be able to deduce the chain of events leading to a failure
- Maintain a current skill set and be familiar with emerging pattens and practices within the industry, and specifically from a Testing and Automation perspective
- Maintain a productive and professional home office space, free from distractions and interruptions, and maintain readiness to participate in video conferences at any time.
- Maintain excellent communication and writing skills, able to effectively communicate complex topics in written and presentation format.
- Able to lift over 5 lbs.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Collateral Job Duties & Responsibilities
Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.
- Travel as needed to participate in team co-working sessions and offsite meetings, generally three to four times yearly.
- Be able to write effective agile user stores and related feature documentation
Qualifications
- 5+ years’ experience as an SDET or formal QA software testing
- Excellent knowledge of C# and ASP.NET MVC
- Experience working with Visual Studio in a Microsoft full-stack development and Azure DevOps
- Experience with Microsoft SQL Server
- Experience with creating and maintaining automation testing (Selenium is good to have)
- Familiarity with API testing
- Experience with JavaScript testing framework
- CI/CD (Azure DevOps a plus)
- Solid understanding of QA testing methodologies
- Understanding of SaaS and testing in a SaaS platform
- Experience with cloud technologies (Azure and AWS)
At-Will Employment. You should be aware that your employment with the Company is for no specified period and constitutes at-will employment. As a result, you are free to terminate your employment at any time, for any reason or for no reason. Similarly, the Company is free to terminate your employment at any time, for any reason or for no reason.
Job Description & Reporting Structure
Job Description
We are looking for a talented frontend software developer to extend and enhance our learning management platform by turning screens, pages, user-interface components, and interaction states into functional code. The frontend software developer should be experienced in using the latest techniques to build rich, interactive, modern web applications but rooted in development standards and best practices. This includes performing analysis on architecture and desired application end-state to determine the best framework, API’s and tools to use in each situation. The frontend software developer should be able to contribute both through strategic thinking/thought leadership and through daily execution of tasks and assignments.
Development is done primarily on a Microsoft solution stack consisting of Microsoft Azure Web Apps, Logic Apps, and Functions, combined with Microsoft SQL Server for data management. Front-end user interfaces are generally HTML/CSS and JavaScript based.
Learn on Demand Systems is a virtual company which engages in productive remote co-working sessions from time to time in different locations around the USA. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.
Reporting Structure
The Frontend Developer reports to the Chief Technology Officer. As a software developer, you will be supervised by a lead software developer to ensure you complete assignments in a timely manner with high quality. You will work closely with a Product Owner/Product Manager and other developers in a highly collaborative, agile environment. At times, you will be required to work directly with customers, or other teams or team members to ensure assignments meet the broader functional and visual requirements, and to gather and define those requirements as needed.
Essential Job Duties & Responsibilities
- Complete software development assignments as directed in a timely and effective manner, producing software and code which follows the patterns and practices of the organization.
- Communicate effectively through all phases of the software development process and maintain effective work item tracking.
- Create and transpose sketches, wireframes, mock-ups into working code.
- Build reusable code and libraries for future use.
- Work on front-end development activities, solutions, methods and practices.
- Deliver new and effective interactive design solutions on time and in scope.
- Participate in planning and brainstorm sessions and contribute to the overall strategic direction of the platform.
- Maintain a current skill set and be familiar with emerging patterns and practices within the industry, and specifically from a frontend user experience perspective Maintain a productive and professional home office space, free from distractions and interruptions, and maintain readiness to participate in video conferences at any time.
- Maintain excellent communication and writing skills, able to effectively communicate complex topics in written and presentation format
- Able to lift over 5 lbs.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Collateral Duties & Responsibilities
- Travel as needed to participate in team co-working sessions and offsite meetings, generally three to four times yearly.
- Be able to write effective agile user stories and related feature documentation
Qualifications
- 5+ years experience as a Frontend Developer with knowledge of C# and ASP.NET MVC
- Experience working with Visual Studio in a Microsoft full-stack development and Azure Dev Ops
- Experience with CSS systems such as LESS and SASS to compile style file Frameworks such as Bootstrap, Foundation etc.
- PHP include function to manage common elements standards – compliant code Integrating HTML/CSS into ASP.NET environment using Visual Studio JavaScript Libraries and Frameworks (REACT.JS, Angular etc.)
- Experience with Microsoft SQL Server
- Ability to create functional wire-frames and mock-ups to transpose into working code
- Understand agile software development and instill best practices into the process
- Excellent problem-solving skills and creative thinking
At-Will Employment. You should be aware that your employment with the Company is for no specified period and constitutes at-will employment. As a result, you are free to terminate your employment at any time, for any reason or for no reason. Similarly, the Company is free to terminate your employment at any time, for any reason or for no reason.
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.
Qualifications
Required
- 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
Job Description & Reporting Structure
The Technical Account Engineer (TAE) reports to the TAE Team Lead and partners with an AE and the Director of Customer Enablement to provide high caliber, white glove service to assigned accounts. The TAE functions as the technical resource to ensure that named accounts have success during the design, implementation and operation of solutions provided by Learn on Demand Systems.
General Responsibilities
The TAE reports to the TAE Team Lead and has the following general responsibilities.
- Maintain a deep understanding of all Learn on Demand Systems products, services, and solutions.
- For assigned accounts, develop and maintain a deep understanding of the customers core business and technical needs, and how those needs are addressed using solutions provided by Learn on Demand Systems.
- Work with the sales team in the pre-sales phase to design custom solutions for customers.
- Work with the implementation team to ensure that solutions are implemented in a way which addresses the specific needs of the customer.
- From time to time, review the technical implementation of assigned customers and provide recommendations on changes, updates, or improvements.
- Evaluate new features and capabilities and make recommendations to the sales team which lead to new revenue opportunities in assigned customers.
- Conduct periodic technical reviews with assigned customers to ensure solutions continue to operate at a high degree and make recommendations where appropriate.
- Provide direct support to assigned customers as the technical point of contact, ensuring that all questions, tickets, and related issues are addressed in a timely manner.
- Participate in customer meetings both in person, and virtual, as needed.
- Maintain a good working relationship with all key stakeholders at assigned customer accounts.
Direct Reports
This role is an individual contributor. A Senior TAE may be assigned to mentor Jr TAE, but would not directly manage them.
Day to Day Responsibilities
As the TAE, you can expect to perform the following tasks on an ongoing basis for assigned customers/accounts/projects.
- Participate in meetings with the customer.
- Produce reports, summaries and statistics regarding use of systems and solutions.
- Assist in troubleshooting of issues and problems.
- Create documentation, procedures, and conduct training.
- Create designs for system updates, solutions, and other projects.
- Provide input and feedback to product development teams.
- Participate in strategic planning sessions and solution design sessions.
- Participate in crisis management actions relating to the customer.
- Conduct high level support and custom service to maintain customer satisfaction.
Desired Job Skills
The TAE should have the following job skills.
- Exceptional corporate communication skills, both spoken, written, and in person.
- Exceptional writing skills.
- Ability to create and delivery highly technical presentations to both highly technical and non-technical audiences.
- Ability to network and understand relationships and roles in large corporations.
- Ability to seek and identify opportunities for expansion of sales within a company.
- Project management and project planning skills.
- Ability to work in a high stress, and high pressure environment.
Desired Technical Skills
The TAE should be technically proficient in the following areas.
- Microsoft Office specifically PowerPoint and Word.
- Presentation and meeting platforms such as Teams, ZoomIT, GoToMeeting and similar.
- Deep knowledge all Learn on Demand Systems tools, platforms, and products.
- Technical knowledge of containers, virtualization platforms, and cloud platforms.
- Ability to take complex technical systems and design solutions that provide integration between those systems.
- Understanding of how to implement API based integrations.
- Understanding of DevOps and Automation.
- Understanding of scripting tools, technologies, and techniques.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Essential Job Duties & Responsibilities
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
- Able to lift over 10 lbs.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
Collateral Job Duties & Responsibilities
- Occasional travel not to exceed 20%.
Job Description & Reporting Structure
Technical Services Administrator reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-2 Lead.
The Technical Services Administrator is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year. Technical Services Administrators are responsible for building and managing LODS lab environments using Hyper-V, VMWare and cloud platforms. In addition to preparing client content, Technical Services Administrators function as a Tier-2 support, assisting the LODS Technical Services Support (Tier-1) with advanced lab issues.
Qualifications
Required
- Comfortable working from home and a self-motivator
- Strong ability to troubleshoot and find solutions independently and within a team
- Ability to multi-task and prioritize
- Clear and professional communication skills – both written and verbal
- Broad technical knowledge of the configuration and management of Windows and Linux
Preferred
- Familiarity with major cloud provider platforms (Azure/AWS/Google)
- Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)
- Usage and understanding of the following Lab on Demand platform aspects:
- Virtual environment set up and maintenance using VMware, Hyper-V, Azure, AWS
- Content creation and management using Markdown
- Understanding of virtual disk management
- Understanding of virtual networking
Essential Job Duties and Responsibilities
- Ability to effectively manage ones time in a remote work from home environment.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
- Build and Maintain LODS Internal Lab Profiles by configuring Virtual Machines, Cloud Services & ancillary documents and resources as needed
- Build and maintain Microsoft Official Curriculum and Microsoft Community courses within provided timeframe
- Build requests and tasks will be provided and managed by Technical Services Administration Lead
- Build External Lab Profiles
- Build client proprietary labs per provided build guides and documentation
- Standup labs per provided lab files sent via LODS FTP or shipped via HDDs within LODS SLA
- Transition client proprietary labs from development series to production series
- Assist with Event Preparation as needed
- Assist with deployment of lab files for large scale events featuring LODS hosted labs
- Opportunities may involve traveling to provide on-site event assistance
- Content Ticket Management
- Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
- Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
- Escalate issues as needed
- Provide timely and excellent customer service
- Content Provider Lab Management Attend Content Provider meetings and work with Content Provider on their build schedules
- Troubleshoot and escalate issues with labs to Content Provider contact.
Collateral Job Duties and Responsibilities
- Lab Developer Assistance and Training
- Assist clients who have lab developer seats in the Lab on Demand platform on how to build, manage, and troubleshoot their proprietary labs
- Occasionally provide Lab on Demand lab developer training for an individual or group
- Documentation
- Create and maintain content related documentation for both internal and external use
- This may include both written guides and demo labs on best practices for lab development, internal errata, fixes for common issues, etc.
Job Description & Reporting Structure
Technical Services Administrator reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-2 Lead.
The Technical Services Administrator is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Technical Services Administrators are responsible for building and managing LODS lab environments using Hyper-V, VMWare and cloud platforms. In addition to preparing client content, Technical Services Administrators function as a Tier-2 support, assisting the LODS Technical Services Support (Tier-1) with advanced lab issues.
Required
- Comfortable working from home and a self-motivator
- Strong ability to troubleshoot and find solutions independently and within a team
- Ability to multi-task and prioritize
- Clear and professional communication skills – both written and verbal
- Broad technical knowledge of the configuration and management of Windows and Linux
Preferred
- Familiarity with major cloud provider platforms (Azure/AWS/Google)
- Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)
- Usage and understanding of the following Lab on Demand platform aspects:
- Virtual environment set up and maintenance using Hyper-V, VMware, Azure, AWS
- Content creation and management using Markdown
- Understanding of virtual disk management
- Understanding of virtual networking
Essential Job Duties & Responsibilities
- Ability to effectively manage ones time in a remote work from home environment.
- Ability to sit for long periods of time
- Ability to operate equipment such as telephone, computers, etc.
- Build and Maintain LODS Internal Lab Profiles by configuring Virtual Machines, Cloud Services & ancillary documents and resources as needed
- Build and maintain Microsoft Official Curriculum and Microsoft Community courses within provided timeframe
- Build requests and tasks will be provided and managed by Technical Services Administration Lead
- Build External Lab Profiles
- Build client proprietary labs per provided build guides and documentation
- Standup labs per provided lab files sent via LODS FTP or shipped via HDDs within LODS SLA
- Transition client proprietary labs from development series to production series
- Assist with Event Preparation as needed
- Assist with deployment of lab files for large scale events featuring LODS hosted labs
- Opportunities may involve traveling to provide on-site event assistance
- Content Ticket Management
- Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
- Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
- Escalate issues as needed
- Provide timely and excellent customer service
- Content Provider Lab Management Attend Content Provider meetings and work with Content Provider on their build schedules
- Troubleshoot and escalate issues with labs to Content Provider contact.
Collateral Job Duties & Responsibilities
- Lab developer assistance and training
a. Assist clients who have lab developer seats in the Lab on Demand platform on how to build, manage,
and troubleshoot their proprietary labs
b. Occasionally provide Lab on Demand lab developer training for an individual or group.
2. Documentation
a. Create and maintain content related documentation for both internal and external use
b. This may include both written guides and demo labs on best practices for lab development, internal errata, fixes
for common issues, etc.
Job Description
The Technical Services Team Lead is responsible for ticket completion and assisting a dedicated team of Technical Services Agents with daily ticket management by ensuring consistency, providing mentoring, acting as a point of escalation, assigning tickets to focus groups, and providing feedback on team’s performance to the Technical Services Director. This position is completely remote, a qualifying candidate is expected to have a home workspace that includes a quiet area for meetings and conference calls.
The Technical Services Team Lead will focus 30% of their work hours on ticket processing and 70% on training, mentoring, escalation resolutions, and ticket assignments to optimize completion rates for dedicated Technical Services Agents on their team.
Reporting Structure
The Technical Services Team Lead is a position in the Learn on Demand Systems (LODS) Technical Operations department and reports to the Technical Services Director.
Learn on Demand Systems is a virtual company which engages in productive remote co-working sessions from time to time in different locations around the USA. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.
Essential Job Duties and Responsibilities
Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:
1. Ticket Management
- Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
- Ensure tickets are tagged appropriately
- Escalate issues to Technical Services Director as needed
2. Ticket Assignment, Support and Review
- Assign tickets to Technical Services Agents, focusing on optimal completion rates with timely responses
- Support Technical Services Agents with tickets in which they are unclear on how to accomplish or respond
- Random review of ticket responses from Technical Services Agents to ensure consistent and proper responses are provided to clients and end users
3. Point of Escalation
- Act as escalation point of contact for Technical Services Agents when they need assistance to complete a request
- Raise ticket concerns to Technical Services Director if client is unsatisfied with resolution
4. Team Training and Mentoring
- Train new Technical Service Agents as assigned by Technical Services Director
- Review and develop training procedures in cooperation with the Technical Services Director
5. Team Performance Feedback
- Provide Technical Services Director feedback on team performance, focusing on time to complete tickets, gaps in skills and knowledge, inconsistent ticket responses and inability to provide consistent and proper ticket responses
6. 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
7. Be familiar with high priority clients/programs and general users of Learn on Demand Systems
8. Able to lift over 3 pounds
9. Ability to sit for long periods of time
10. Ability to operate equipment such as telephone, computers, etc.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Collateral Job Duties and Responsibilities
Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.
1. 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
2. Develop and maintain best practices for use of Learn on Demand Systems
- Provide feedback on the self-help articles available to users/clients
- Identify macros, task lists, etc. within ticket management (Zendesk) that may be utilized to improve ticket consistency and/or efficiency
3. Perform routine maintenance on One Learn Lab on Demand to ensure compliance with best practices and procedures
4. Travel
- Opportunities may involve traveling to provide on-site event assistance, Lab Services Team or company events
Requirements
• 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
• Familiarity with major cloud provider platforms (Azure/AWS/Google)
• Usage and understanding of the following Lab on Demand platform aspects:
o Lab creation, management, and maintenance using Hyper-V, VMware, and/or Cloud Slice (Azure, AWS)
o Content creation and management using the markdown tools in the Lab on Demand IDLx editor
o Interacting with storage, hosts, file shares, etc.
Job Description & Reporting Structure
Technical Services Support reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-1 Lead.
Technical Services Support is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. Technical Services Support is responsible for assisting 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 technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.
Required
Comfortable working from home and a self-motivator
Strong diagnostic and troubleshooting ability, independently and within a team
Ability to multi-task and prioritize
- Clear and professional communication skills – both written and verbal
- Experience using Basic PC equipment
- Experience using Microsoft Office365 Applications
Preferred
- Previous Support/Help Desk/customer service experience
Familiarity with major cloud provider platforms (Azure/AWS/Google)
Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)
- Programming Tools: Python, Bash, HTML, PowerShell
- Systems: Windows ALL, Linux, Hyper-V, V-box, Docker, VMWare
- Networking: TCP/IP, Routing, Switching, Ethernet, Wi-Fi, HTTP, Subnets
- Cloud provider platforms: Azure, AWS, Google
Essential Job Duties & Responsibilities
- Ability to effectively manage ones time in a remote work from home environment.
- Ability to operate equipment such as telephone, computers, etc.
Assist customers with questions and issues around all aspects of Learn on Demand Systems services and products
Support Ticket Management
Respond to and resolve tickets in a timely manner utilizing the Zendesk support software
Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
Escalate issues as needed
Provide timely and excellent customer service
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
Be familiar with high priority clients/programs and general users of Learn on Demand Systems
Collateral Job Duties & Responsibilities
- Support other internal departments as needed
- Report and document issues for Platform Team
- Work with other company departments on projects
- Develop and maintain best practices for use of Learn on Demand Systems
- Provide/maintain internal documentation used by the Technical Services Support team on common tips and tricks to alleviate tickets
Job Description & Reporting Structure
Technical Services Support reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-1 Lead.
Technical Services Support is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. Technical Services Support is responsible for assisting 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 technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.
Required
Comfortable working from home and a self-motivator
Strong diagnostic and troubleshooting ability, independently and within a team
Ability to multi-task and prioritize
- Clear and professional communication skills – both written and verbal
- Experience using Basic PC equipment
- Experience using Microsoft Office365 Applications
Preferred
- Previous Support/Help Desk/customer service experience
Familiarity with major cloud provider platforms (Azure/AWS/Google)
Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)
- Programming Tools: Python, Bash, HTML, PowerShell
- Systems: Windows ALL, Linux, Hyper-V, V-box, Docker, VMWare
- Networking: TCP/IP, Routing, Switching, Ethernet, Wi-Fi, HTTP, Subnets
- Cloud provider platforms: Azure, AWS, Google
Essential Job Duties & Responsibilities
- Ability to effectively manage ones time in a remote work from home environment.
- Ability to operate equipment such as telephone, computers, etc.
Assist customers with questions and issues around all aspects of Learn on Demand Systems services and products
Support Ticket Management
Respond to and resolve tickets in a timely manner utilizing the Zendesk support software
Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
Escalate issues as needed
Provide timely and excellent customer service
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
Be familiar with high priority clients/programs and general users of Learn on Demand Systems
Collateral Job Duties & Responsibilities
- Support other internal departments as needed
- Report and document issues for Platform Team
- Work with other company departments on projects
- Develop and maintain best practices for use of Learn on Demand Systems
- Provide/maintain internal documentation used by the Technical Services Support team on common tips and tricks to alleviate tickets
