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NOC and Escalations Specialist

2 months ago

Richmond Hill, Ontario, Canada MBC Full time
Escalations Analyst Job Description

We are seeking a highly skilled Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.

The ideal candidate will possess excellent communication skills, both verbal and written, and have a strong ability to work effectively with cross-functional teams. You will be driven to learn and grow, with a willingness to complete certifications to enhance your skills.

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

Key Responsibilities:
  • Day-to-day troubleshooting and resolution of escalated incidents
  • Monitoring and addressing NOC alerts
  • Dispatching to client sites to resolve urgent and critical incidents
  • Providing clear and direct communication to clients with regular updates
  • Participating in an on-call escalations rotation
  • Maintaining and updating service tickets in your queue
  • Compiling SOPs to help expand the knowledge base
  • Deploying agile projects as needed
Requirements:
  • Highly organized and excellent time management skills
  • High degree of technical knowledge and ability to solve complex technical problems
  • Experience with server platforms, including Windows, Linux, and Mac
  • Experience with server applications, including SQL Server, Exchange Server, and SharePoint Server
  • Experience with virtualization platforms, including Hyper-V and VMware
  • Experience with cloud platforms, including Amazon S3, Google G-Suite, and Office 365