Operations Centre (OC) Senior Technician
This is an exciting technical role in a dynamic team, in which you will work with cutting edge technology among highly skilled technical professionals. The role requires applying industry knowledge to everyday technical problem resolution in a multiplatform environment.
Your primary responsibility in this position will be to provide 2nd level support of our product line for customer and internal systems. This involves troubleshooting escalations from our 1st level support, work assigned from engineers, project managers, and alerts from monitoring. As a Senior Technician you are the escalation point in the OC for the Operations team including: Client Experience, Support and Design Engineers, Project Managers, OC Supervisor and Management. Additional responsibilities include hardware and software installations, hardware replacement; data centre shipping & receiving, inventory control, customer installations and other duties as required.
Responsibilities:
• Providing 2nd level support to resolve problems on internal and customer systems and escalating problems to
Level 3 Engineers as per the SOP
• Troubleshooting and resolving a wide variety of technical issues; including DNS, Windows Server, IIS/SQL, Solaris,
Linux, Apache, Oracle and networking devices
• Working with the Level 1 OC techs and Level 3 engineers to perform customer and internal installations including
server racking, network setup and application configuring
• Support of our product lines including: Backup, Security, Operating Systems, Applications, Web Analytics,
Network and Mail
• Working with engineering & support staff on system O/S and application installation & configuration
• Developing and maintaining support documentation including support guides, knowledgebase articles,
procedures, and online customer information
• Working rotating shifts that provide for 24x7x365 coverage (4 12hr work days followed by 4 days off – this includes
night shifts and weekends)
• Data centre work including hardware and cable installation and troubleshooting, remote hands for customers
and professional services
• SOP Adherence (declaring severities, following escalation procedures, notifying customers, etc)
• Interfacing between customers/engineers, vendors and ISP's mostly done via ticketing system
• Occasional data center shipping/receiving and inventory control
• Mentoring Level 1 OC Technicians
Must Have Skills/Abilities:
• Experience with DNS, Windows Server, IIS/SQL, Linux, and networking devices
• Familiarity with Unix, Solaris , Apache , and Oracle
• Excellent written/verbal communication skills
• Ability to learn and apply new skills rapidly
• Strong analytical and troubleshooting skills
• Confidence in your own abilities and a willingness to make decisions and escalate when necessary
• An interest in emerging technologies
• Must be available for rotating shifts (days and nights) to ensure 24x7x365 service for customers
Nice to Have Skills:
• Bilingualism (English / French) would be considered an asset
Required Education:
• IT Diploma from recognized technical institution
• Certifications are an asset – CCNA/CCNP, MCP/MCSA/MCSE, LCP/RHCE etc.
• Training and/or experience with any of the following: Windows Server, IIS/SQL, Solaris, Linux, Cisco IOS are strong assets.
No unsolicited agency referrals please. We would like to contact every candidate who applies to our roles, however due to sheer volume we will only be contacting those candidates who we are planning on interviewing. Many thanks for your interest in Fusepoint Managed Services.
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