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NOC and Escalations Specialist

2 months ago

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

We are seeking a highly skilled NOC and 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 verbally and written, and have a strong ability to work collaboratively with cross-functional teams. You will be responsible for monitoring and addressing NOC alerts, dispatching to client sites to resolve urgent and critical incidents, and providing clear and direct communication to clients with regular updates.

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

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, 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

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.