Platform Production Support Administrator REMOTE
REMOTE, FL Platform Technology Team
Job Type

Enjoy working from the comfort of your home! Fully Remote Position!

Skillable is the virtual labs platform built to adapt quickly in the face of constant change. A three-time Inc. 5000 company, Skillable believes validated experiences and challenge-centric learning will transform the way organizations upskill their customers, partners and employees. Industry leaders such as Microsoft, Amazon, IBM, Veritas, Global Knowledge and New Horizons trust Skillable’s full stack lab development and hosting platform, generating nearly 5 million lab launches to date in 2021 and more than 20 million lab launches over its tenure.

Skillable is currently seeking  Platform Production Support Administrator. This role will be responsible for providing support to the Platform Support Desk for escalations in supporting the day-to-day operations of the platform. Other responsibilities will include, but are not limited to, assistance in coordination of routine maintenance tasks, the configuration of new and existing hardware and software technologies, handling internal escalations for platform related issues, working with, and designing monitoring and automation solutions for platform management and health, and occasional travel to production datacenters and attend quarterly departmental meetings. The role also includes an on-call escalation rotation.

Reporting Structure

This position reports directly to the Director of Platform Infrastructure and is a member of the Platform Technology Team.

Essential Functions

1. Act as the primary escalation point for the Platform Support Desk.

2. Ticket Management:

  • Respond to and resolve tickets within the SLA.
  • Ensure tickets are tagged appropriately.
  • Escalate issues as needed.

3. Provide timely response to tickets that are opened with the infrastructure team in support of the production operations of the platform.

4. Perform day to day administrative, management, and configuration tasks.

5. Assist in monitoring our datacenter, platform (LOD/TMS/Portal), and cloud (Azure/AWS) infrastructure usage and activities and proactively respond to issues as needed.

6. Assist with routine, scheduled, and unscheduled maintenance tasks

7. Engage with internal staff and support to understand platform use and shortcomings.

8. Contribute to discussions and decisions on the directions we are taking and ongoing projects/tasks

9. Analyze platform usage to determine and document best practices and templates.  

10. Travel to on-site locations, domestic and international, for meetings and projects

11. Assist in writing documentation that includes the necessary information required for publishing to internal or external consumption  

12. Other duties to assist in the daily function of the platform and business  


Job Specifications

1. Comfortable working from home and a self-motivator.

2. Strong ability to troubleshoot using many different resources.

3. Ability to multi-task and prioritize.

4. Familiarity with enterprise server configuration and management

5. Familiarity with enterprise L2 and L3 networking and firewall management

6. Familiarity with many different technologies in the Windows and Linux families.

7. Familiarity with major cloud provider platforms (Azure/AWS/Google).

8. Usage and understanding of the following Lab on Demand platform aspects:

a. Hyper-V, VMware, and/or Cloud Slice (Azure, AWS).

b. Content creation and management using the markdown tools in the Lab on Demand IDLx editor.

c. Interacting with storage, hosts, file shares, etc. 

d. Understanding of virtual disk management. 

e. Understanding of virtual networking.

9. Ability to work with others to take sets of abstract requirements and define methods of achieving those requirements using the released capabilities of a platform

10. Ability to objectively analyze how a platform is used and make recommendations on how to improve the platform through operational and development requests

11. Excellent written, oral, listening and communication skills

12. Excellent time management, multitasking, and planning skills

13. Ability to prioritize and organize large volumes of data and documents

14. Assessing and comprehending processes

Physical Demands 

1. Ability to frequently remain in a stationary position. 

2. Ability to frequently communicate and exchange accurate information. 

3. Ability to constantly operate equipment such as telephone, computers, etc. 

To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 

If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online. Skillable is an Equal Opportunity Employer and offers full-time employees a robust benefit package, to include: Medical, Dental, Vision, Prescription, Healthcare Savings Account, Flexible Spending Account, Dependent Care Reimbursement Account, Retirement Savings Plan (100% match of employee 401(k) contributions up to 3% of their compensation, then 50% matching contribution of next 2% of employee's compensation), Wellness Program and reimbursement, Travel Assistance Program, Short-term Disability, Life and AD&D, Accident Recovery, Employee Assistance Program, Long-term Disability, Critical Care, Cancer Care, Hospital Indemnity, Discount Program, Home Office/Communication Reimbursement, Generous Paid Time Off, Sick Time, Personal Time, 10 Company Recognized Holidays, 1 Floating Holiday,  Employee Recognition Programs, Company Trips, and even Pet Insurance!