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IT Infrastructure Monitor

2 weeks ago

Markham, Ontario, Canada Saint Elizabeth Health Care Full time
Job Summary

We are seeking a skilled NOC Support Specialist to join our Network Operations Center (NOC) team. As a key member of our team, you will be responsible for monitoring, maintaining, and supporting critical IT infrastructure, ensuring the stability and availability of network systems, servers, and other vital components.

This role requires strong technical skills, excellent customer service skills, and the ability to work well both independently and as part of a team. If you are a detail-oriented individual who is passionate about delivering exceptional results, we encourage you to apply.

Key Responsibilities:
  • Monitoring and Maintenance:
    • Continuously monitor network, server, and application performance using monitoring tools.
    • Perform routine maintenance tasks, such as network and server health checks, patch management, and scheduled backups.
  • Incident Response and Resolution:
    • Identify, diagnose, and troubleshoot network and system issues (e.g., outages, slowdowns, performance degradation).
    • Escalate unresolved issues to Level 3 support (senior engineers or specialized teams) or vendor.
  • Communication and Escalation:
    • Communicate effectively with stakeholders and management regarding high-priority incidents and progress.
    • Follow established escalation procedures to ensure that critical incidents are promptly communicated to relevant teams.
  • 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.

Requirements:

  • Minimum 5+ years of Level 2 support experience in an entity with a large user base.
  • Experience with virtual desktop clients/applications (e.g., Azure Virtual Desktop (AVD) or similar).
  • Experience with Microsoft Windows/Office/Exchange management.
  • Strong troubleshooting skills, especially when dealing with complex issues.
  • Excellent customer service skills and empathetic customer communication.