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Senior IT and Lab Support Specialist
Teradici, an HP company, is the inventor of the PCoIP remote display protocol and developed the Engineering Emmy-Award-winning Teradici CAS (now HP Anyware) to deliver the best virtual and remote desktop experience in the world.
You will be joining a security-minded team that supports our internal lab infrastructure and virtual desktops-a critical component in our company's operational success. The team is responsible for ensuring the secure and reliable service delivery of all internal tools and the systems that our developers use to build, test, and deploy our software products.
As a Senior IT and Lab Support specialist you will focus on ensuring that our physical lab environments are running smoothly, and our virtual cloud desktop infrastructure is operational. You believe in taking advantage of existing tools wherever they improve our capabilities and ability to deliver. Therefore, a commitment to collaborative problem solving, elegant and extensible design, and quality product is imperative. You believe in fail fast, detect fast, fix fast and deploy quickly.
To be a successful candidate, applicants must: - Demonstrate a passion for supporting and helping others
- An ongoing desire to learn, test, automate, and secure.
- Exhibit curiosity and excellent attention to detail
Responsibilities: - Provide direct end-user support for CloudPC based Windows, Mac OS, and Linux operating systems in a heterogeneous networked environment
- Lead and mentor a small team of support personal
- Provide support for on-premise VMware ESX, Nutanix, and MAC lab environments
- Help support Azure, AWS, and GCP cloud lab environments
- Manage and triage all trouble tickets for the extended team
- Organize, purchase, and maintain inventory of IT equipment and software licenses for our business unit
- Proactively identify, prioritize, diagnose, and resolve technical issues. Repair and replace equipment as necessary.
- Help support the local A/V infrastructure and collaboration rooms.
- Conduct timely retrospectives of production infrastructure incidents.
- Assist with all aspects of operational security and compliance.
- Seek out potential threats to security and reliability and advocate solutions.
- Participate in an on-call rotation to receive escalations.
- Implement metrics and log analytics including key indicators, dashboards, and alerts.
Requirements: - 3+ Experience with administering large fleets of PCoIP based Cloud Desktops (Linux,Windows and Macs)
- Familiarity with Agile/DevSecOps tools (Ansible, Atlassian, Jira, Confluence)
- Know when to triage and when to dive down into a root-cause analysis
- First-class analytical, diagnostic, and problem-solving skills
- Excellent customer service
- Ability to coordinate with multiple Agile Scrum teams and stakeholders
- Skilled in troubleshooting technical issues
- Highly motivated with an eye for security and improving processes through automation
- Comfort with (and enthusiasm for) taking on tasks that require learning new skills and using new tools
- Able to perform duties autonomously without much supervision
- A knack for operational efficiencies and cost savings
- Excellent written and oral communication skill
Bonus Points: - Experience using public cloud services (Azure, AWS or GCP, though AWS preferred)
- Knowledge of key SRE principles, including monitoring and alerting systems like Elastic Stack, Sumologic, et al.
- Experience in defining infrastructure as code for deployment (Terraform, Cloud Native tools), and configuration (Chef, Puppet, or Ansible)
- Familiarity with writing or maintaining scripts written in languages like Bash, Python, and/or PowerShell
- Demonstrable project experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) or Azure
- Experience with or knowledge of IT technologies such as LDAP, Active Directory, IP networking, DNS, or virtualization of networks or workstations
- Experience or knowledge of cloud-native DevOps practices is highly desirabl
- Experience with security testing and compliance products (i.e., Synopsys Blackduck, Qualys, Nessus, Veracode)
Values: - Automate everything. You actively automate many manual tasks as possible to be repeated many times and allow us to scale.
- Self-managed teams. You hold yourself accountable for the full end-to-end lifecycle of what you are working on, from ensuring you build something that will deliver customer value to getting it into customers' hands.
- Developer collaboration. You want feedback from your internal customers to ensure your work provides value and enables you to iterate on that work.
- Tech-debt reduction. Software can live longer than you expect; therefore, you need to ensure it stays healthy and manage your technical debt accordingly.
- Collective ownership. You value contribution, wherever it comes from, and believe in peer review, continuous integration, test coverage and customer validation.
- Solving complex problems as simply as possible
- Drive to improve - whether it relates to a process, a tool, infrastructure, or general team knowledge - look to assist in making the impossible possible.
- Be a strong team player, who is not afraid to speak up, ask questions and be heard.
About HP
You're out to reimagine and reinvent what's possible-in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what's next. We're in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.
HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.
Our history: HP's commitment to diversity, equity and inclusion - it's just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you're more innovative and that helps grow our bottom line. Come to HP and thrive!
About HP
You're out to reimagine and reinvent what's possible-in your career as well as the world around you.
So are we. We love taking on tough challenges, disrupting the status quo, and creating what's next. We're in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.
HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.
Our history: HP's commitment to diversity, equity and inclusion - it's just who we are.
From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you're more innovative and that helps grow our bottom line. Come to HP and thrive!
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