Technical Support Specialist

6 days ago

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

We are seeking a highly motivated and detail-oriented 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 troubleshooting skills, especially when dealing with complex issues. You will work in a fast-paced, 24/7 environment, identifying and resolving technical issues, escalating complex problems, and ensuring optimal service delivery.

Responsibilities:
  • Monitoring and Surveillance:
    • Continuously monitor network, server, and application performance using monitoring tools.
    • Respond to alerts and alarms in real-time, ensuring issues are addressed promptly.
  • Incident Response and Resolution:
    • Identify, diagnose, and troubleshoot network and system issues (e.g., outages, slowdowns, performance degradation).
    • Execute second-level and at times first-level triage and escalate unresolved issues to Level 3 support (senior engineers or specialized teams) or vendor.
    • Maintain detailed documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., Jira).
  • Escalation and Communication:
    • Follow established escalation procedures to ensure that critical incidents are promptly communicated to relevant teams.
    • Notify stakeholders and management of high-priority incidents and provide timely updates on progress.
    • Coordinate with external vendors and third-party service providers to resolve hardware or connectivity issues.
  • Maintenance and Optimization:
    • Perform routine maintenance tasks, such as network and server health checks, patch management, and scheduled backups.
    • Participate in night shift operations to ensure proactive management of the network and system performance.
    • Identify potential areas for process improvement and recommend solutions to enhance service availability.
  • 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.
    • Update internal knowledge base with troubleshooting procedures, known issues, and resolutions.
  • Compliance and Security:
    • Ensure adherence to internal security protocols and best practices while handling sensitive data and network systems.
    • Monitor network traffic for unusual activity and escalate potential security threats to the security team.
  • Other Responsibilities:
    • Prepare/ship/receive loaner equipment to/from employees.
    • Onsite deployments/retrievals of end-user equipment.
    • Creation/maintenance of end-user documentation.

About Us:

We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing.

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