Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Responsibilities
- Respond to customer’s incidents within predefined Time To Respond, Time To Notify, Time To Repair/Resolve without escalation 70% of the time.
- Meet or exceed customer Incident Management, Change Management, and Problem Management SLOs.
- Perform Incident Lifecycle Management following documented procedures.
- Provide technical support to customers.
- Perform pre-engineered scheduled changes.
- Staying up-to-date on technologies, certifications and training to support evolving IT infrastructure.
- Handle incoming technical support calls for all voice products (HPBX and SIP products)
Job Requirements
Minimum Education: Secondary School Diploma.
Preferred Education: Post-Secondary College education (Diploma/certificate) in IT or Network related field.
Technical Requirements include:
- Experience in Network in as a service (NAAS).
- Minimum Cisco CCNA, Fortinet NSA 1, or equivalent industry experience.
- Minimum MCSA, or equivalent industry experience.
- Knowledge of Routing LAN/WAN protocols.
- Knowledge of security incident management and devices (firewalls, IPS/IDS).
- Knowledge of common business applications (Exchange, Office365).
- Knowledge of Cloud Technologies (Azure).
SIP School Certified Associate (SSCA) or equivalent knowledge.
Mandatory Requirements:
- Fluent in both French and English [reading, writing, and spoken.
- Must have at least 3-5 years’ experience working in a Network Operations Center (College or vocational training in I.T. fundamentals at a minimum).
- Must have at least 3-5 years’ experience supporting Enterprise customers.
- Technical knowledge VOIP products and features.
- Demonstrated experience troubleshooting/resolving IT infrastructure incidents (network, Wi-Fi, WAN/LAN).
- Demonstrated experience working with Internet Service Providers (ISP) like Bell, Telus, Zayo, and Rogers outages.
- Understanding of ITIL best practices and SLA management.
- Demonstrated ability to stay calm in high-stress situations while communicating with colleagues, management, and customers.
- Excellent customer relations and communication skills.
- Experience working independently within a fast-paced environment.
- Ability to manage multiple tasks.
- Willing to work rotational shifts and/or static shifts – 24x7.
Nice to Have:
- 1-3 years’ experience supporting large multi-site environment over 25 customers and 500 devices.
- Exposure to an online ticketing system, such as Service Now, Heat/Ivanti.
- Exposure to Aruba, Zenoss, Solarwinds or other network monitoring systems (NMS).
- Experience with Teams administration and troubleshooting.
