NOC Support Specialist Job Markham area,Ontario Canada,IT/Tech

Job Summary

We are seeking a highly motivated and detail-oriented NOC Support Specialist to join our Network Operations Center (NOC) team. The NOC Support Specialist will be responsible for monitoring, maintaining, and supporting the critical IT infrastructure, ensuring the stability and availability of network systems, servers, and other vital components. The successful candidate will work in a fast-paced, 24/7 environment, identifying and resolving technical issues, escalating complex problems, and ensuring optimal service delivery.

Job Summary

NOC Support act as the bridge between the Level3 departments and/or vendors and frontline Service Desk agents and users. NOC techs are also responsible for hardware-level support (including loan equipment).

Job Responsibilities

Monitoring and Surveillance:
- Continuously monitor network, server, and application performance using monitoring tools.
- Respond to alerts and alarms in real-time, ensuring issues are addressed promptly.
Incident Response and Resolution:
- Identify, diagnose, and troubleshoot network and system issues (e.g., outages, slowdowns, performance degradation).
- Execute second level and at times first-level triage and execute unresolved issues to Level 3 support (senior engineers or specialized teams) or vendor.
- Maintain detailed documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., Jira).
Escalation and Communication:
- Follow established escalation procedures to ensure that critical incidents are promptly communicated to relevant teams.
- Notify stakeholders and management of high-priority incidents and provide timely updates on progress.
- Coordinate with external vendors and third-party service providers to resolve hardware or connectivity issues.
Maintenance and Optimization:
- Perform routine maintenance tasks, such as network and server health checks, patch management, and scheduled backups.
- Participate in night shift operations to ensure proactive management of the network and system performance.
- Identify potential areas for process improvement and recommend solutions to enhance service availability.
Documentation and Reporting:
- Maintain accurate and comprehensive incident logs and reports for post-incident review.
- Prepare shift handover reports detailing all incidents handled during the night shift, including status updates on unresolved issues.
- Update internal knowledge base with troubleshooting procedures, known issues, and resolutions.
Compliance and Security
- Ensure adherence to internal security protocols and best practices while handling sensitive data and network systems.
- Monitor network traffic for unusual activity and elevate potential security threats to the security team.
Other responsibilities:
- Processing and QA of purchased end-user equipment.
- Prepare/ship/receive loaner equipment to/from employees.
- Onsite deployments/retrievals of end-user equipment.

Qualifications

Minimum 5+ years of Level2 support experience in an entity with large user based, ideally a medical-related organization.
Experience with virtual desktop clients/applications (e.g. Citrix, Workspot, etc.).
Experience with Microsoft Windows/Office/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…