Managed Services Technician

Bold ideas need dependable infrastructure and people who can build and maintain it.

At Qu, we run sovereign, in-country infrastructure, data centres, cloud, and managed services, so Canada's builders and innovators can move fast without trading away control. Your work will help keep data close to home, accelerate teams, and scale growth for the builders and dreamers who rely on us.

We're building for decades, backed by InfraRed Capital Partners and Sun Life. We're small by design, 120 people, so your voice carries and your impact shows. You'll work on real problems that matter: to take the routine and the complex off our customers' plates so they can focus on what they need to grow.

If you want your best work to power someone else's moonshot, this is your place. Quiet power, built for the builders and the dreamers. We're Qu.

About the role

The Managed Services Technician (MST) is the primary point of contact for customers with Colocation, Cloud, Network or Managed Services in any of our Data Centres, ensuring a positive customer experience with every interaction.

The MST works alongside the support team to provide 24/7 services to customers nationally, collaborating with platform administrators, engineering and architecture teams to deliver the highest level of customer service whilst adhering to Qu's policies and procedures. The MST is the local primary point of contact and liaises with the National Operations Centre (NOC) for investigating and remediating alerts generated across the product portfolio, engaging with third party vendors as required. The MST is responsible for the monitoring and management, including basic troubleshooting and maintenance, of services within their designated site. This would include walk throughs of the DC, collaborating with the local facilities specialist when any alarms are seen, monitoring Cloud and Network infrastructure, Ensuring the physical security of the site and remediation activities as required. The MST is responsible for providing managed services to customers including incident resolution, implementing change requests or performing proactive maintenance as part of their service. Adhering to all health and safety and internal controls designed to maintain SOC, PCI, ISO and cloud security alliance compliance is a critical part of the role.

What you'll do

• Assist Customers who subscribe to one of Qu's Managed Services including equipment management, monitoring,
• equipment racking or decommissioning or providing local site expertise at the direction of the customer.
• Collaborate with the managed network services team to undertake patch management activities, cycle end of life hardware whilst managing emergency spares and perform period inventory management activities.
• Work with the on-site team on customer on internal shipping or receiving, handling equipment recycling.
• Ability to understand and explain issues with any services to customers.
• Assist Customers with Change requests including Moves, Adds and Changes
• Understanding what services are included as part of the service or are one-time billable activities.
• Act as primary on-site point of contact for NOC and local operational teams during an incident
• Provide notifications and updates to internal operational teams and/or Customers as required.
• Engage with and participate in special projects as required by the management team.
• Ensure policy and procedure is followed and that all audit requirements are being met daily, including delivery, support, and physical security.
• Inventory Management - Receiving Equipment, Adding into Inventory install to Network or Cloud Services Racks, install newly arrived SFP in staging devices, move SFP from staging to operational devices, move devices from staging racks to operational racks
• Implementation – Running Cross Connects from Access Switches / Patch Panels to Customer Racks, determine costs if vendor required for longer connections. Testing New ISP Services to Customer Racks
• Cable / Device Management – Audit existing cables, label all cables, ensure information is tracked in circuit management system, audit device locations to ensure power and location records are up to date.
• Incident Management – Participate in CT and MT to assist with investigations requiring cable tracing, physical moves of cables and or devices as part of an incident investigation or incident remediation process.
• Assist contractors on-site in compliance with Qu policies and customer requirements.
• Collaborate with facilities specialist or contractors to resolve or mitigate interruptions in service.
• Works directly with on site vendors on mechanical, electrical or IT infrastructure until work is completed
• Manage vendors performing maintenance on-site and ensure satisfactory completion of any work
• Follow policies and procedures related to support ticket escalations and the change management process with the Change Advisory Board (CAB).
• Identify and inform the manage of any customer concerns that would negatively effect the image of Qu or the services provided. Identifying and sharing information on poor quality work, equipment failure or any areas that may risk the relationship with the customer.
• Ensure the ongoing flawless operation colocation, cloud, network and managed services to provide customers with world class service and support
• Execute the transformational vision of Qu.
• Ensure all health and safety guidelines are enforced by both internal and external visitors to our sites.
• Maintain diagrams for all sites, ISP and utility access, network diagrams, site layout up to date.
• Comply with all Qu Policies, including Health and Safety, Privacy, Security and Code of Conduct.
• Review documentation and maintain standards related to Standard Operating Procedures (SOP), Change Requests (CRs), Incidents (IM) and Information Requests (IR)
• Ensuring the site is secure, clean and professional and meets the high standards expected by Qu for our customers.

Perform other duties as requested by the Qu management team.

Qualifications

The position includes, but is not limited to, the following:

• This position is full time on-site with the ability to work shifts between 8am and 6pm, including holidays.
• The ability to be contacted as part of a on-call 24/7/365 operation
• A clear Canadian Government Credit Check, Criminal Background Check and Reliability Level Security Clearance is required.
• Ability to lift 50 lbs and perform physical labour
• High School diploma is preferred
• Graduation from a trade school or recent apprenticeship in a mechanical/electrical trade or equivalent experience
• Technical support or Operations Centre experience in a Data Centre, Cloud or Network organisation is preferred
• Fluent verbal and written English. French speaking candidates are welcome.
• Superb customer service skills.
• Ability to read and understand mechanical and electrical drawings is a bonus.
• Strong working knowledge of Microsoft Office products

Why Join Qu

• Be part of a once-in-a-career opportunity to shape Canada's newest independent and data sovereign data centre and cloud services platform.
• Work with a passionate leadership team committed to building a high-performing, customer-centric culture.
• Competitive compensation, benefits, and significant opportunity for career growth as the company expands its product suite.

At Qu, we are committed to building an inclusive, equitable, and accessible workplace where all employees feel respected and supported. We welcome applications from people of all backgrounds.

We are also committed to providing accommodation throughout the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs, in accordance with applicable human rights and accessibility legislation.

Job Type: Full-time

Benefits:

• Extended health care
• Paid time off
• RRSP match

Work Location: In person