Technical Consultant - Markham, Canada - NOVIPRO

NOVIPRO

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Blair technology is looking for an individual who will have the overall responsibility to manage all incident communication and escalation, manage the daily support ticket queue and ensure compliance with, and report on, client Service Level Agreements (SLA).

Our NOC operates 24x7x365 and requires evening and overnight shift work as well as weekend and holiday on-call duties.

These responsibilities result in a highly diverse range of duties for the NOC and our technical consultants are required to ensure these duties are fulfilled in a timely, co-operative and professional manner.

You will interact frequently with the entire technical team, our sales and administrative teams, as well as many of our valued clients.

You will be required to develop a good all-round understanding of each of our service offerings outlined in our service catalogue.

The NOC Level 1 Technical Consultant is responsible for carrying out daily hardware and software monitoring tasks, configuring and reacting to hardware and software alerts.

You will ensure critical business systems are online, operational and healthy and take all necessary steps to resolve any issues.

This individual will respond to all monitoring alerts by opening a ticket in Autotask and carrying out Level 1 troubleshooting.

When appropriate you will escalate appropriate tickets to Level 2 / 3 Technical Consultants and handle through to resolution (see below).

You will also be responsible for regular daily checks plus reviewing all open tickets at least daily and update status as necessary.

Additional responsibilities may be assigned from time to time.

As a NOC Level 1 / 2 team member, you will be accountable for all of the NOC Level 1 job responsibilities as assigned.

You will also be the first level of escalation for all "Power Team" related client and internal technical issues, prior to being escalated to a Power Team Level 2 / 3 Technical Consultant, including (but not limited to) the following:

Mimix Repair
MSP Power (IBM i) related service requests / tasks
IBM support Coordination
NOC Checkpoint Meetings (backup)
Incident management
Create and review reports
RFC Audit
Draft and review RFCs
RFC Control (Audit purpose)

Job Requirements & Qualifications

Overall experience of 7+ years in a technical support role
Overall experience of 5+ years working with IBM Power infrastructure
Overall experience of 3+ years working with MIMIX
Effective prioritization skills with significant attention to detail
High energy level
Strong personal work ethic
Ability to work in a fastpaced environment
Ability to work under pressure with conflicting priorities and a fluctuating workload
High sense of urgency and commitment to exceeding customer expectations by communicating in a clear, concise and professional manner
Ability to provide clear and detailed written documentation
Experience in problem resolution with IT systems and end users
Strong troubleshooting, problem solving and analytical skills

Work Environment
Working hours: 24x7 Rotating Shift, Monday to Friday, plus on-call rotation for holidays and weekends.