Technical Consultant – NOC L1 Markham, ON

4 weeks ago

Markham, Ontario, Canada Novipro Group Full time

Blair Technology is seeking a highly skilled Technical Consultant to join our NOC team. As a key member of our 24x7 support team, you will be responsible for managing incident communication and escalation, managing the daily support ticket queue, ensuring compliance, and reporting on client service level agreements (SLA).

This role requires a strong technical background, excellent communication skills, and the ability to work in a fast-paced environment. You will frequently interact with the technical team, sales and administrative teams, and valued clients. You will be required to develop a good understanding of our service offerings and ensure that all duties are fulfilled in a timely, cooperative, and professional manner.

The NOC Level 1 Technical Consultant is responsible for daily hardware and software monitoring tasks, configuring and reacting to hardware and software alerts. You will ensure critical business systems are online, operational, and healthy and take all necessary steps to resolve any issues. This individual will respond to all monitoring alerts by opening a ticket in Autotask and carrying out Level 1 troubleshooting. When appropriate, you will escalate tickets to Level 2/3 Technical Consultants and handle them through to resolution.

As a NOC Level 1 team member, you will be accountable for all of the NOC Level 1 job responsibilities as assigned. You will also be the first level of escalation for all "Power Team" related client and internal technical issues before being escalated to a Power Team Level 2/3 Technical Consultant.

Key Responsibilities:

  • Manage incident communication and escalation
  • Manage daily support ticket queue
  • Ensure compliance
  • Report on client service level agreements (SLA)
  • Respond to monitoring alerts
  • Carry out Level 1 troubleshooting
  • Escalate tickets to Level 2/3 Technical Consultants
  • Handle tickets through to resolution

Requirements:

  • 2+ years of experience in a technical support role
  • Experience working with IBM Power infrastructure is an asset
  • Experience working with MIMIX is an asset
  • Effective prioritization skills with significant attention to detail
  • Strong personal work ethic
  • Ability to work in a fast-paced environment
  • Ability to work under pressure with conflicting priorities and a fluctuating workload
  • High sense of urgency and commitment to exceeding customer expectations
  • Ability to provide clear and detailed written documentation
  • Experience in problem resolution with IT systems and end users
  • Strong troubleshooting, problem-solving, and analytical skills

Work Environment:

24x7 rotating shifts, Monday to Friday, plus on-call rotation for holidays and weekends.

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