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NOC and Escalations Specialist

1 month ago

Richmond Hill, Ontario, Canada MBC Full time
Job Title: NOC and Escalations Analyst

We are seeking a highly skilled and experienced NOC and Escalations Analyst to join our team at MBC. As a key member of our technical operations team, you will be responsible for delivering a professional service to our customers while resolving complicated escalated incidents from other support teams.

The ideal candidate will possess excellent communication skills, both verbally and written, and have excellent inter-team communication. You will be driven to learn by completing certifications and have a high degree of technical knowledge and the ability to solve complicated technical problems.

This role is based out of our Richmond Hill office and reports to the Escalations Team Lead.

Key Responsibilities:
  • Day-to-day troubleshooting and resolution of escalated incidents
  • Monitor and address NOC alerts
  • Dispatch to client sites to resolve urgent and critical incidents
  • Provide clear and direct communication to clients with regular updates
  • Participate in an on-call escalations rotation
  • Maintain and update service tickets in your queue
  • Compile SOPs to help expand the knowledge base
  • Deploy agile projects on an as-needed basis
  • Complete required certifications as outlined in the letter of agreement
Requirements:
  • Highly organized and excellent time management skills
  • High degree of technical knowledge and the ability to solve complicated technical problems
  • Experience with server platforms (Windows, Linux, Mac)
  • Experience with server applications (SQL Server, Exchange Server, SharePoint Server)
  • Experience with virtualization platforms (Hyper-V, VMware)
  • Experience with cloud platforms (Amazon S3, Google G-Suite, Office 365, Exchange, SharePoint, Teams Voice, Azure, Azure AD, InTune)
  • Experience with backup solutions (Veeam, Datto)
  • Experience with networking technologies (Cisco Enterprise Wireless, SonicWALL firewalls, Fortinet Fortigate firewalls)
  • Experience with server and storage hardware (servers, SANs, NAS)