Network Operations Center

Why MicroAge
Trusted business partner and market leader that enables Client success through the adoption of information technology.

MicroAge provides organizations with managed IT services and business technologies, supported by a team of skilled

professionals who strive to anticipate the evolving needs of our Clients. We take pride in the premium quality, personalized

services we deliver, and have earned the privilege to be considered the partner of choice for many of Canada’s Fortune 1000

companies, small and medium businesses, public sector organizations and educational institutions.

Our team is comprised of talented and passionate professionals that are encouraged to think outside the box. The MicroAge

environment is dynamic, where team members are appreciated for their involvement and rewarded for their contribution. Our

commitment to continuous improvement is supported by career development initiatives that include on-going skills training and

coaching. We help bring out the best in you.

The Position: Network Operations Center Analyst
Location: Laval (QC)

This position is permanent, full-time

The Network Operations Center Analyst will have the responsibility of proactively monitoring and ensuring the performance
of both internal and Client IT environments. The individual chosen for this role is recognized for having advanced technical
expertise, in-depth understanding of computing environments (infrastructure, servers, workstations and peripherals), and
exceptional client management skills

Objectives of the Position:

- Provide proper implementation of network configurations, performance issues, network monitoring and configuring of

security systems, firewalls, switches, routers, etc.
- Effectively resolve incidents within the required SLA’s.
- Propose and complete problem remediation and operate in a cross functional team-oriented environment.
- Promote and enforce best practices on solutions to ensure maximum uptime.

Primary Responsibilities:

- Perform proactive and maintenance services, and deliver reporting, for each of the Managed Service clients.
- Perform implementation of the MicroAge Managed Services Portfolio using the N-Central Remote Monitoring and

Management system.
- Perform intermediate-to-advanced break-fix services on servers and network printers (Level -2 incidents).
- Perform intermediate technical interventions and root cause analysis for network infrastructure, entry-level SAN/NAS,
- Perform intermediate scripting functions in Microsoft Active Directory (login scripts, GPO settings) to optimize customer

environments.
- Document the client’s IT environment.
- Manage service incidents requiring escalation and / or on-site intervention.
- Ensure proper functioning of the systems in place, and safeguard both the merchandise and the confidential nature of
- the information stored on the equipment.- Interface effectively with the client during service interventions and maintain the highest degree of customer

satisfaction.
- Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification

requirements, and obtain manufacturer certifications relating to the work environment as required by Management.
- Knowledge of the warranty policies and escalation procedures of the various manufacturers supported.

We are Looking For:
A high performing individual who:

- Is fully bilingual, written and spoken (to serve our French and English-speaking clientele)
- Has obtained a College diploma in the field of IT or equivalent technical certificate;
- Has strong service delivery and relationship management skills;
- Is punctual, analytical and possesses excellent communication skills and business acumen.
- Has technical proficiencies outlined below must be accompanied by five or more (5+) years of related experience:

- Administering and troubleshooting of PC and print environments including network connectivity.
- Administering and troubleshooting Microsoft Windows /7/8/10 environments.

Explorer (all versions), Google Chrome (all versions), Firefox (all versions), Adobe PDF Reader and Writer, Antivirus

software; Bit Defender, MacAfee, Symantec, Sentinel One.
- Remote Management tools.
- Administering and troubleshooting Microsoft Windows Server environments (all versions), Exchange Server (all

versions), Active Directory fundamentals.
- Implementation and support of SMB internetworking infrastructure: LAN, WAN and wireless appliances.
- Implementation and support of data back-up and restore technologies.
- Strong knowledge of:

- Firewall concepts and functionality, switch configurations and networking methodologies.
- NAS/SAN devices and overall functionality.

Working Conditions:

- Standard hours of operation are from 8:00am to 5:00pm from Monday to Friday, excluding statutory holidays in the

Province of Quebec.
- A standard work week is 37.5 hours, however all technical resources are required to be available for