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NOC and Escalations Resolution Specialist

2 months ago

Richmond Hill, Ontario, Canada MBC Full time

About the Role

MBC is seeking a highly skilled and experienced Escalations Analyst to join our team. As an Escalations Analyst, you will be responsible for delivering exceptional service to our customers by resolving complex escalated incidents from other support teams.

Key Responsibilities

  • Day-to-day troubleshooting and resolution of escalated incidents
  • Monitor and address NOC alerts in a timely and efficient manner
  • 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 to ensure seamless service delivery
  • Maintain and update service tickets in your queue to ensure accurate tracking and resolution
  • Compile SOPs to help expand the knowledge base and improve service delivery
  • Deploy agile projects on an as-needed basis to drive business growth and improvement
  • Complete required certifications as outlined in the letter of agreement to enhance your skills and expertise

Requirements

  • Highly organized and excellent time management skills
  • High degree of technical knowledge and the 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, Office 365, and Azure
  • Experience with backup solutions, including Veeam and Datto
  • Experience with networking technologies, including Cisco Enterprise Wireless, SonicWALL firewalls, and Fortinet Fortigate firewalls
  • Experience with server and storage hardware, including servers, SANs, and NAS

What We Offer

MBC offers a dynamic and challenging work environment that is committed to excellence and customer satisfaction. As an Escalations Analyst, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional service and driving business growth.