NOC and Escalations Specialist

2 weeks ago

Richmond Hill, Ontario, Canada MBC Full time

We are seeking a skilled NOC and Escalations Specialist to join our team at MBC. This role involves delivering exceptional service to our customers while resolving complex escalated incidents from other support teams.

The ideal candidate will possess excellent communication skills, both verbally and written, and have a high degree of technical knowledge to solve complicated technical problems.

The Technical Escalations Resolution Expert 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.

This role requires a high degree of organization, excellent time management skills, and the ability to work effectively in a team environment.

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

Preferred Qualifications:

  • Experience with backup solutions, including Veeam and Datto
  • Experience with networking technologies, including Cisco Enterprise Wireless and SonicWALL firewalls

What We Offer:

  • A competitive salary and benefits package
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment

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