Technical Operations Support

at  BROADVIEW SOFTWARE

BroadView Software in Toronto is a 60+ person company that builds software for the broadcast industry. Our clients are interesting and varied. Our footprint is worldwide. In business for over 30 years, we have consistently punched above our weight, competing against international giants to win clients with our responsiveness, ingenuity and client-centred service.
The Technical Operations Support will provide technical support for internal and external clients to ensure smooth operation of BroadView’s applications, systems and databases. The TechOps Support will use their analytical skills to diagnose and resolve issues, and problem solve to provide innovative solutions. The TechOps Support will work with the TechOps Team to deliver detailed solutions and project implementations.
The TechOps Support must be available during business hours along with rotational after-hours (including evenings & weekends) support to correct any critical/time-sensitive issues impacting the application and to perform scheduled regular maintenance and project work.
The TechOps Support will be expected to work on-site at BroadView’s Toronto office 1 - 3 days per week, according to business needs. On-site work may also take place on evenings or a weekends depending on the impact or urgency of tasks.
The salary range for this position is $75,000 - $85,000 annually.

SKILLS:

• A strong understanding of Windows operating systems, Linux systems, networking concepts, common protocols and basic security concepts
• Understanding of Virtualization, Storage and Server backups
• Understanding of Database operations such as backup and restoration
• Understanding of Cybersecurity frameworks, controls and safeguards
• Ability to troubleshoot problems and issues to resolution

DESIRED EXPERIENCES:

• Minimum 5 years of technical support and operations experience
• Familiarity with AWS services and Azure (Microsoft 365)
• Information and cybersecurity management
• Linux and Ubuntu familiarity
• Technical support and operations experience
• Root cause analysis
• Scripting

REQUIRED COMPETENCIES AND QUALITIES:

• Excellent verbal and written business communication skills
• Exhibits intellectual curiosity by seeking ways to understand, solve problems and do things better
• A positive and supportive attitude
• Acts with professional honesty and integrity
• Ability to work independently or within a team environment and handle multiple issues simultaneously
• Excellent organizational skills and attention to detail
• Strong problem analysis skills
• Ability to convey technical concepts and recommendations to non-technical individuals
• Ability to properly prioritize multiple simultaneous tasks
• Ability to work under the pressure of frequent and tight deadlines
• Energetic, motivated, and decisive individual

• Communicate with employees and clients to resolve infrastructure problems or issues
• Installation and Deployment of BroadView application and software (internal and external)
• Incident management- troubleshooting and issue resolution
• Monitor the ticket queue and automated alerts, take suitable actions
• Assist clients to use and access our applications and ensure internal support team can reach client systems
• React quickly to live systems issues and service problems to minimize downtime and restore service
• Perform routine and scheduled maintenance tasks, including regular after-hours and weekend activities
• Maintenance and operation of Data Centre Host servers, VMs, and network hardware
• Investigation and resolutions of BroadView system warnings
• Work with third party vendors to support internal software, hardware and services
• Maintain inventory for IT assets and applications
• Implement and monitor Cybersecurity controls
• When identified, take ownership of special projects. Depending on the project scope, ownership may include any or all stages of the project life cycle: analysis, planning, development, testing, documentation, implementation, and knowledge-sharing
• Maintain technical skills current with BroadView’s supported technologies and perform certifications and training as needed
• Ensures that technical issues are identified pro-actively and communicated effectively
• Other technical support as required