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Noc Support Specialist

3 months ago

Markham, Canada SE Health Full time

**JOB SUMMARY**:
NOC Support act as the bridge between the Level3 departments and/or vendors and frontline Service Desk agents and users. NOC techs are also responsible for hardware-level support (including loan equipment).

**JOB RESPONSIBILITIES**:

- **Monitoring and Surveillance**:

- Respond to alerts and alarms in real-time, ensuring issues are addressed promptly.
- **Incident Response and Resolution**:

- Identify, diagnose, and troubleshoot network and system issues (e.g., outages, slowdowns, performance degradation).
- Execute second level and at times first-level triage and escalate unresolved issues to Level 3 support (senior engineers or specialized teams) or vendor.
- Maintain detailed documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., Jira).
- **Escalation and Communication**:

- Follow established escalation procedures to ensure that critical incidents are promptly communicated to relevant teams.
- Notify stakeholders and management of high-priority incidents and provide timely updates on progress.
- Coordinate with external vendors and third-party service providers to resolve hardware or connectivity issues.
- **Maintenance and Optimization**:

- Perform routine maintenance tasks, such as network and server health checks, patch management, and scheduled backups.
- Participate in night shift operations to ensure proactive management of the network and system performance.
- Identify potential areas for process improvement and recommend solutions to enhance service availability.
- **Documentation and Reporting**:

- Maintain accurate and comprehensive incident logs and reports for post-incident review.
- Prepare shift handover reports detailing all incidents handled during the night shift, including status updates on unresolved issues.
- Update internal knowledge base with troubleshooting procedures, known issues, and resolutions.
- **Compliance and Security**
- Ensure adherence to internal security protocols and best practices while handling sensitive data and network systems.
- Monitor network traffic for unusual activity and escalate potential security threats to the security team.
- **Other responsibilities**:

- Processing and QA of purchased end-user equipment.
- Prepare/ship/receive loaner equipment to/from employees.
- Onsite deployments/retrievals of end-user equipment.

**QUALIFICATIONS**:

- Minimum 5+ years of Level2 support experience in an entity with large user based, ideally a medical-related organization.
- Experience with Microsoft Windows/Office/Exchange management.
- Experience with hardware repairs (laptops and printers).
- Experience with Internet networking/protocols, including VPN.
- Strong troubleshooting skills, especially when dealing with complex issues.
- Excellent customer service skills and empathetic customer communication.
- Excellent written and verbal communication skills for both technical and non-technical audiences, including the ability to provide clear and understandable instructions to end-users.
- Able to work well both independently and as part of a team.
- Ability to multi-task and manage schedules.
- Driver’s license and reliable vehicle in case emergency onsite visits required.
- Flexibility in working hours to accommodate maintenance and other external schedules.

**ABOUT US**:
At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We’re a great place to work, and we hope you’ll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.