Network Operations Centre Specialist

4 weeks ago

Markham, Canada SE Health Full time
POSITION SUMMARY:

We are seeking Level 2 computer specialists who excel in troubleshooting, have strong video creation and editing skills, and possess excellent communication abilities. A passion for new and evolving technologies is essential. NOC technicians serve as the link between Level 3 departments or vendors and frontline Service Desk agents and users. Additionally, NOC technicians are responsible for hardware-level support, including the management of loan equipment.

RESPONSIBILITIES:

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. For a period of 12 months, this role will be based “in the office, 5 days a week” at 90 Allstate or 25 Centurian Drive in Markham. Review system alerts to see if an issue has occurred, follow up with end-users and either resolve or escalate to Level 3/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: 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/Service Desk (laptops, printers, etc.). Assistance/backup to Saint Elizabeth Managed Services (SEMS) for onsite support of external clients. Backup and assist Level 3 staff, onsite/ offsite duties. Provide emergency onsite support when Level 3/vendor is unavailable. Participation in IS/IT projects to ensure that NOC/Service Desk’s responsibilities, capabilities, and limits are known to project participants. The NOC tech informs NOC/Service Desk of all new deployments and ensures all departments are prepared to provide appropriate support to end-users for such planned endeavors. Add/update support documentation of all systems NOC/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 Service Desk agents in new responsibilities, techniques, and systems.

REQUIREMENTS:

Minimum 3+ years of Leve l2 support experience in an entity with 5,000+ end-users, ideally a medical-related organization. Experience with virtual desktop clients/applications (Citrix, Workspot, etc.). Experience with Microsoft Windows 10 and 11/Office 365 /Exchange management. Experience with hardware repairs (laptops and printers). Experience with Internet networking/protocols, including VPN. Minimum college-level or equivalent certification/experience in computer applications, hardware, and networks. 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. Flexibility in working hours to accommodate maintenance and other external schedules.

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

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