About GHS
GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 30 years, GHS has delivered an enterprise-level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.
What you'll do:
- Providing technical support to internal and external clients, including problem determination, resolution, and escalation as per the ITSM process
- Assisting customers to diagnose technical issues related to Windows/Linux/IBMi OS, network, servers, application services, and peripherals in an IBM Coud environment
- Documenting all incidents, outages, status, and resolutions in accordance with IT (Information Technology) Service Desk procedures
- Resolving and tracking incidents with Cloud network, Cloud Windows/Linux/IBMi OS servers, application services, and peripherals in accordance with IT Service Desk procedures
- Proactively utilizing IT resources to remain current with technology used in the company IT environment
- Deployment, planning, monitoring, data collection and analysis in customer environments
- Diagnose and trouble shoot issues in IBM Cloud environment
- Performing security administration functions for user access, data access, and remote access
- Issuing timely, accurate, and professional notifications regarding incidents impacting the user community or targeted service consumer
- Proactively managing high severity and priority incidents from identification to resolution
- Collaborating with internal/external IT resources to identify problems and restore services
- Contribute to the business process improvement projects
- Create and maintain guides, runbooks and other pertinent documentation to assist with user and service desk training
- Completing other duties or tasks as assigned
What you'll need:
- 5+ years’ experience in an enterprise IT environment and hands-on experience with large scale enterprise IT rollouts
- Experience with heterogeneous environments including system setup, installation and maintenance of Windows Server, UNIX, and Linux
- Experience working with virtualization compute environments (VMWare vCenter)
- Fundamental working knowledge on infrastructure elements including servers, operating systems, storage, networking, security, infrastructure operations, and application profiling
- Demonstrated ability to understand complex IT systems with sufficient depth to troubleshoot highly technical and time sensitive issues
- Experience in ITSM process – incident, change and problem management
- Strong analytical skills
- Strong verbal communication skills and technical writing skills
- Ability to present complex concepts in a clear, concise manner
Nice to have:
- Bachelors Degree in computer science or similar discipline
- Microsoft Certifications like Microsoft Certified Systems Administrator
- Network Administrators Certificate, Microsoft Certified Desktop Technician Certificate
- Knowledge with public cloud platforms like AWS (Amazon Web Services) and Azure
- Experience working in IBMi OS environments
- Experience in ITSM ticketing tool – Service Now
Person Attributes:
- Strong verbal communication skills and excellent technical writing skills
- Customer service attitude, be prompt and responsive, be kind and understanding, be proactive and creative
- Dedicated team player and enjoys working in a fast-paced team atmosphere
- Ability to manage multiple priorities, commitments, and projects
- Must be able to develop content, and independently document features for target audiences
Join a team of professionals led by a diverse set of leaders from across the industry.
GlassHouse Systems commitment:
We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.GlassHouse Systems Inc. (“GHS”) welcomes and encourages applications from persons with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the recruitment process.
Please contact Einat Levi-Israeli at elevis @ghsystems.com should you require any accommodation if you are selected for an interview or require an accessible format of the job posting or any communications from GHS.Please note that all candidates have to be legally eligible to work in their location.Any offer of employment will be conditional upon a criminal record check.GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.
Recognize Yourself Here? Let’s Talk!
