NOC and Escalations Specialist

4 weeks ago


Richmond Hill, Ontario, Canada MBC Full time

We are seeking a highly skilled NOC and Escalations Specialist 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 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.

This role is based out of our Richmond Hill office and reports to the Escalations Team Lead.

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
  • 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


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