Helpdesk (Noc) Escalated Support Level2-3 Manager

2 weeks ago


Gloucester, Canada MatrixIT Full time

Be part of something special; come join the MatrixIT Team.

In addition to standard customer helpdesk support, you will be responsible for managing and troubleshooting a wide range of security initiatives, including antivirus software, network security solutions, identity and access management systems, endpoint protection platforms, SIEM systems, vulnerability management tools, encryption and data protection solutions, security and compliance frameworks, disaster recovery and business continuity systems, and network monitoring and traffic analysis tools.
- Escalating complex issues to higher levels of support as needed.
- Documenting support interactions and resolutions in a ticketing system.
- Collaborating with other team members to resolve customer issues in a timely manner.
- Providing training and guidance to lower level support staff as needed.
- Participating in on-call rotation for after-hours support.
- Identifying and reporting on trends in customer support requests.
- Participating in the development and implementation of new processes and procedures related to support and security initiatives.
- A bachelor's degree in a related field such as computer science, information technology, or cybersecurity.
- 3-5 years of experience in a technical support or helpdesk role.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and troubleshooting skills, with the ability to identify and resolve complex issues.
- Experience with ticketing systems and documenting support interactions.
- Ability to work well in a team environment, collaborating with other team members to resolve customer issues.
- Availability to participate in an on-call rotation for after-hours support.
- Experience providing training and guidance to lower level support staff is a plus.

**Job Types**: Full-time, Permanent

**Salary**: $39,989.00-$65,000.00 per year

**Benefits**:

- Automobile allowance
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay
- Commission pay

Ability to commute/relocate:

- Gloucester, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- This position is an in office position. Are you able to commute and be available to work in the office?

**Experience**:

- escalation helpdesk: 3 years (required)

Licence/Certification:

- Driving Licence (required)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Gloucester, ON

Expected start date: 2023-03-20



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