Senior NOC Technician - Kelowna, Canada - Hut 8 Corp

Description

Description:

Our Senior NOC Technicians are Subject Matter Experts who support our NOC Technician team. They are the first level of the Escalation Process for our Technicians who monitor and support our network, cloud, and colocation services. Reporting to the NOC Manager, the successful candidate will be joining a highly technical, customer focused team that provides responsive and knowledgeable support to our business clients.

This position is onsite in our Kelowna or Vancouver, BC or Ontario location.

Responsibilities & Accountabilities

·Available for 24x7 support coverage.

·Available for rotating on-call duties.

·Escalation contacts for Technical Support Team.

·Monitor and action network and environmental alarms.

·Troubleshoot ongoing escalated technical service issues with Hut 8 business clients.

·Track client interactions, troubleshooting progress, escalations and resolution using ticketing systems.

·Perform timely technical and management escalations for outstanding client issues.

·Provision new or existing services including changes to client resources as requested (vCPU, vRAM, storage resources, etc.)

·Perform maintenance, change management tasks, remote hands, etc.

·Update inventory records and customer solution diagrams to ensure accuracy.

·Maintain colocation technical support.

·Major Incident Handling

·Electrical and mechanical facilities alarming

Education & Experience

·Post-secondary education in computer related studies, or relevant work experience (3-5 years).

·Experience working directly with B2B level clients in a mission-critical technical support environment.

·Certifications in Veeam, VMware, Cisco, Microsoft, and Linux are highly desirable.

Technical Knowledge

·Knowledge and/or experience with virtualization software (Microsoft Azure, VMware, etc.)

·Veeam Backup and Replication, Veeam Cloud Connect, Veeam Backup for Microsoft Office 365

·Virtual and physical firewalls (FortiGate, ASA, etc.)

·Zerto Replication

·Linux releases CentOS, Red Hat Enterprise, SUSE, Debian, etc.

·Windows Server OS (2012/2016/2019/2022)

·Microsoft Office 365

·Cisco routing and switching, CIDR and basic network troubleshooting.

·Hosting and control panels such as cPanel/WHM, IIS, Plesk, etc.

·Service Now, Salesforce, JIRA, NetSuite

Assets

·Strong troubleshooting and problem-solving skills

·Ability to work individually and within a team environment.

·Multitasker who can work under pressure in a continuously evolving environment.

·Good written and verbal communication skills.

·Proven result-oriented individual with a focus on delivering.