What we are looking for:

System Administrator for 4+ years managing Contact Center / CRM / ERP platforms for 100+ concurrent users
5+ years as Windows/Linux or Network administrator for 100+ simultaneous users
Proficiency in Alvaria, Aspect, Noble Systems products
Skilled in supporting high-volume, public-facing web apps with a focus on availability and security
Expertise in administering multi-user, mission-critical servers
Familiarity with contact center and customer service solutions
Relevant education/certifications or equivalent experience

Responsibilities:

Solutions Availability

Administer / Support / Maintain / Troubleshoot selected solutions
Participate in an on-call support rotation to provide technical support and work outside normal business hours as required

Solutions Suitability

Understand business and technical problems raised by stakeholders
Specify solution requirements jointly with stakeholders
Work with internal and external providers, consultants and vendors to determine the most cost effective solutions satisfying the requirements and the constraints
Evaluate solutions feasibility
Identify / design possible solutions
Provide solution estimates
Evaluate / Test / Select retained solution candidates
Deploy selected solutions
Phase out solutions

Work Quality

Document for various audiences, at the multiple levels of the processes, to support availability and suitability
Aim for best practices in each of the various IT areas
Drive continuous performance improvement for both the team and the clients

Clients Service

Proactive (you don't wait for things; try to anticipate)
Responsive (not instant gratification but when engaged, there's presence)
Accountable (you're strongly contributing to success; information needs to flow for proper decision making; qa/continuous improvement/coaching/mentoring)
Autonomous/Responsible (don't need to chase people or push; instead steer and possibly slow down a little)

Implementation, integration, deployment and troubleshooting perspectives:

Understanding of networking/interconnectivity concepts, protocols, devices and related toolsets
o e.g. VLANs, ACLs, TCP/IP, IPSEC, NAT, PAT, Proxies, Reverse Proxies, (S)RTP, SIP, IAX, AJP, HTTP(S), SOAP, REST API, SMTP, SDN, ping, arp, tracert, traceroute, netstat, ss, nmap, tcpdump, wireshark, curl, telnet
Understanding of common enterprise application stack components, how they interact, how to navigate in the layers and the related toolsets o e.g. Hardware, Virtualization, OSes, Application Servers, Applications, Dependencies, Databases, Storage, Monitoring, Automation
Understanding of identity management, authentication and authorization o e.g. LDAP(S), AD, Kerberos, ADFS, SAML, oAuth, ADAM
Understanding of scripting / code o e.g. Powershell, Bash, Python, Javascript, Java, C#, PHP, SQL
Some understanding of Business Analysis, Project Management, Architecture, Security and Procurement
Self-motivation to recognize and fill information / knowledge gaps arising from complex enterprise environments and new technologies
Demonstrable ability to leverage and apply all the above when evaluating, designing or troubleshooting

Soft skills:

Excellent active listening and reading skills in English
Exceptional written and verbal communication abilities in English
Strong team player with analytical skills
Capable of multitasking and thriving in high-pressure, fast-changing environments
Exemplary client service skills

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