- Responding to client support issues via phone, voicemail, and e-mail to identify hardware/software issues and offer solutions in a friendly and efficient manner
- Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
- Reparation of customer issues through remote connections and following through on client deliverables
- Ensuring proper escalation during outages or periods of degraded service and following up with customers
- Communicate important information to the Client IT Manager or Account Manager and document all updated client information in Connectwise.
- Document all updated client information in IT Glue and review this information regularly to ensure accuracy
- Schedule all product related service activities as needed
- 5+ years of relevant, progressive experience in a similar role or Managed Service Provider experience
- Post-secondary education in Networking Technologies, Computer Science, IT, or related
- Experience working with Windows Active Directory, Group Policy, DNS, RDS
- Experience working with firewalls, TCP/IP and Internet connectivity configuration
- Experience with all aspects of business networks – end-user support, security, backup and recovery, disaster recovery, desktop and software version management
- ITIL Certificate would be considered an asset
- How you express your technical knowledge and articulate complex IT issues to a variety of audiences
- Exceptional interpersonal skills: how you relate with others even when you're under the pressure of an interview
- Examples of how you manage multiple projects at a time taking into consideration time management and organizational skills
- Example of projects you've completed autonomously and independently
- Examples how you've gone above and beyond for your client group (whether in house or as a consultant in the past)
- An amazing leadership team committed to your growth and development
- A starting base salary of $50,000 - $75,000 with regular commitments to reviews and rewarding performance
- Overtime pay (not just time off in lieu)
- Bonus program
- Investment into your learning and growth
- A platform to voice your ideas and your concerns
- Valid driver's license and access to reliable vehicle
- Ability to work in a 24/7 on-call environment
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NOC Analyst - Calgary, Canada - TheITeam
Description
The ITeam's culture is built on collaboration, support and freedom to be yourself. It's an organization that is known to be fun, social, friendly and supportive. They are looking for a NOC Analyst (Tier 2) to join their Technical Support team and bring energy and expertise to their large technical client base.
Reporting to the Service Delivery Manager, you will provide specialized technical support, advice, and guidance to customers in the area of applications, hardware, software, and other related computing systems.
To learn more about The ITeam, please visit
Your day-to-day responsibilities may include:
On your resume, we are seeking the following:
During the interview process, we will be looking for:
Why ITeam:
Conditions of Employment:
Commitment to Diversity, Inclusion and Equality:
The ITeam is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including: of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature or socio-economic status.
