Careers

Required

• Comfortable working from home and a self-motivator
• 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

Preferred

• Previous IT experience
• 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)
• Have experience with any of the following
  • Software Tools: Visual Studio, SQL Server 2012/16, Excel, SharePoint
  • 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

• Ability to sit for long periods of time
• 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

• 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 other company departments 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 Technical Services Support team on common tips and tricks to alleviate tickets

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

• Ability to sit for long periods of time
• Ability to effectively manage ones time in a remote work from home environment.
• 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
  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 Technical Services Administration Lead
• Build External Lab Profiles
  1. Build client proprietary labs per provided build guides and documentation
  2. Standup labs per provided lab files sent via LODS FTP or shipped via HDDs within LODS SLA
  3. Transition client proprietary labs from development series to production series
• Assist with Event Preparation as needed
  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
• Content Ticket Management
  1. Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
  2. Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
  3. Escalate issues as needed
  4. Provide timely and excellent customer service
• 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

• 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
• Documentation
  1. Create and maintain content related documentation for both internal and external use
  2. This may include both written guides and demo labs on best practices for lab development, internal errata, fixes for common issues, etc.