Network Operations Centre Specialist

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We are looking for Level2 computer specialists with strong troubleshooting and communications skills plus a passion for new and changing technologies. NOC techs act as the bridge between the Level3 departments and/or vendors and frontline Service Desk agents and users. NOC techs are also responsible for hardware-level support (including loan equipment).

**RESPONSILIBITIES**:

- Triage all escalations from Service Desk to determine if issue has been fully documented/troubleshooted at Level1, and assessed to determine if the issue can be resolved by NOC or requires further escalation to Level3/vendor.
- Review system alerts to see if an issue has occurred, follow up with end-users and either resolve or escalate to Level3/vendor.
- Monitor Service Desk call volumes to see if an issue is occurring by virtue of unusually high Service Desk phone utilization, especially incoming calls.
- Direct support for high-priority programs/departments such as Clinical Practice Resource Team (CPRT, SE’s medical helpdesk).
- Processing and QA of purchased end user equipment.
- Prepare/ship/receive loaner equipment to/from employees.
- Troubleshooting and repair/escalation of hardware issues on end-user equipment (thin-clients, laptops, printers, etc.).
- Send out user notifications for IT-related incidents including:

- Scheduled Maintenance
- Service Interruptions
- Announcements of new/improved products and systems to staff
- Investigate and provide direct user support and communications for ongoing/escalated issues that Service Desk cannot resolve.
- Onsite deployments/retrievals of end-user equipment supported by NOC/SOC/Service Desk (thin-clients, laptops, printers, etc.).
- Assistance/backup to Saint Elizabeth Managed Services (SEMS) for onsite support of external clients.
- Backup and assist Level3 staff, especially onsite.
- Provide emergency onsite support when Level3/vendor is unavailable.
- Participation in IS/IT projects to ensure that NOC/SOC/Service Desk’s responsibilities, capabilities, and limits are known to project participants. The NOC tech informs NOC/SOC/Service Desk of all new deployments and ensures all departments are prepared to provide appropriate support to end-users for such planned endeavours.
- Add/update support documentation of all systems NOC/SOC/Service Desk are responsible for initial support contact (via Confluence wiki).
- Regular reviews of support documentation used by other departments to ensure they are correct and current.
- Provide both verbal and written instruction to SOC tech/Service Desk agents in new responsibilities, techniques, and systems.

**REQUIREMENTS**:

- Minimum 3+ years of Level2 support experience in an entity with 5,000+ end-users, ideally a medical-related organization.
- Experience with Microsoft Windows/Office/Exchange management.
- Experience with hardware repairs (laptops and printers).
- Experience with Internet networking/protocols, including VPN.
- Strong troubleshooting skills, especially when dealing with complex issues.
- Excellent customer service skills and empathetic customer communication.
- Excellent written and verbal communication skills for both technical and non-technical audiences, including the ability to provide clear and understandable instructions to end-users.
- Able to work well both independently and as part of a team.
- Ability to multi-task and manage schedules.
- Driver’s license and reliable vehicle in case emergency onsite visits required.
- 25% - 30% local travel and some travel within Canada
- Flexibility in working hours to accommodate maintenance and other external schedules.
- This role is onsite working out of our Markham office daily

**ABOUT US**:
At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We’re a great place to work, and we hope you’ll join our team.

Please note that due to the unprecedented circumstance of the Global Pandemic and the resultant public health crisis; and in the interest of the health and safety of our patients/clients, employees, and greater good of public health, **SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19.** Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose