System Administrator - Level 1

Location: Vancouver, BC & Toronto, ON, Canada

The System Administrator team are considered superhero’s in our customer world. Do you fancy getting your wings and starting your career in delivering exceptional service and technical support to our customers. The team resolves the root cause of any supported issue and take proactive measures to prevent any further occurrences.


Responsibilities:

  • Troubleshoots and analyze cause of performance problems within guidelines
  • To take the problems and issues with basic scope
  • Collect and document customer issues, performs initial troubleshooting, and escalates to the SA II as needed.
  • Interpret technical instructions
  • Communicate with the customer with excellent service
  • Exercises judgment using procedures and practices to determine appropriate course of action.
  • Continue to deliver best practice solutions,
  • Create tickets using Fusion and take appropriate actions as per guidelines;
  • Manage and update customer tickets by recording details of events, keeping the customer up-to-date on problem resolution.
  • Work closely with Level 2 System Administrators to obtain or to provide assistance with network problems.
  • Escalate level 2 issues to higher levels System Administrators within the support team as required.

Required Skills:

  • Customer obsessed with an understanding of the customer experience journey.
  • Ability to work under pressure
  • Must possess ability to troubleshoot problems by following procedures.
  • Should enjoy working on a problem and seeing it to resolution.
  • Experience and understanding of UNIX or Windows file system and structure is a bonus
  • Excellent communication skills, both verbal and written English.
  • Evening, Weekend, and Holiday scheduling required.
  • Flexibility to rotate between different shifts and work additional shifts on short notice.
  • Strong Organizational, prioritization, and multi-tasking skills.
  • Excellent phone etiquette and presence.

Desired Skills:

  • Passionate about customers
  • Passion for technology
  • Good listening skills
  • Excellent communication skills, both verbal and written English.
  • Strong Organizational, prioritization, and multi-tasking skills.
  • Excellent phone etiquette and presence.
  • Excellent time management; ability to prioritize and complete projects on time and on budget
  • Logical, thorough and organized
  • Ability to properly articulate ideas, suggestions, and provide positive/constructive feedback
  • Ability to work independently, without direct supervision
  • Willingness to work with team members or group to achieve common goals
  • Willingness to liaise with other department to achieve common goals
  • Sense of fun and play and enjoy a fast paced dynamic environment

**Pay is commensurate with experience, and highly competitive.


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