Technical Consultant – NOC L1

2 weeks ago

Markham, Canada Novipro Group Full time

Blair Technology is looking for an individual responsible for managing all incident communication and escalation, managing the daily support ticket queue, ensuring compliance, and reporting on client service level agreements (SLA). Our NOC operates 24x7x365 and requires evening and overnight shift work and weekend and holiday on-call duties.

These responsibilities result in a highly diverse range of duties for the NOC, and our technical consultants are required to ensure these duties are fulfilled in a timely, cooperative and professional manner. You will frequently interact with the entire technical team, our sales and administrative teams, and many valued clients. You will be required to develop a good understanding of each of our service offerings outlined in our service catalogue.

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 (see below). You will also be responsible for regular daily checks, reviewing all open tickets at least daily, and updating status as necessary. Additional responsibilities may be assigned from time to time.

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, including (but not limited to) the following:

  • MSP Power (IBMi) related service requests/tasks
  • IBM Support Coordination
  • NOC Checkpoint Meetings (backup)
  • Incident management
  • Create and review reports
  • RFC Audit, Control, Draft and Review

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

Job Requirements & Qualifications

  • Overall experience of 2+ years 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 by communicating in a clear, concise and professional manner
  • 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
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