Network Operations Centre (NOC) Technician Level 2 - Toronto

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 Level 2 you are the escalation point in the NOC for the Operations team including: Customer Care, Support and Design Engineers, Project Managers, NOC 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
• Working with the Level 1 NOC 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)
• 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 NOC Technicians

Required Skills:
• Experience in a multi-platform server and networking environment
• Linux/Unix and Windows Server Administration
• Excellent written/verbal communication skills; Bilingualism (English/French) a strong asset
• 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 to ensure 24x7x365 service for customers.

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.

Please note that ideally we would like to contact every candidate however, due to sheer volume we will only be contacting those candidates we are interviewing. No unsolicited agency referrals please.