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Position title
Network Operations Center Analyst
Description

Our confidential client is a trusted business partner and market leader that enables Client success through adoption of information technology. Reporting to the Managed Services Delivery Manager, the Service Desk Analyst is responsible for the remote monitoring and remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions.
The position is recognized for advanced technical expertise, in-depth understanding of computing environments (infrastructure, servers, workstations and peripherals), and possess exceptional client management skills. They work with the Sales and Technical teams in order to provide proper implementation of the N-Central RMAR system and deliver full functionality and reporting to our clients. This position is responsible to also assist other staff members in resolving daily issues for other client accounts.

Responsibilities

• Perform full implementation of the entire client’s Managed Services Portfolio using the N-Central Remote Monitoring and Management system;
• Perform proactive and maintenance services, and deliver reporting, for each of the Managed Service clients;
• Perform intermediate-to-advanced break-fix services on servers and network printers (Level -2 incidents);
• Perform intermediate technical interventions and root cause analysis for network infrastructure, entry-level SAN/NAS, data back-up and restore and email related incidents (Level-3);
• Perform intermediate technical interventions and root cause analysis for network infrastructure, entry-level SAN / NAS, data back-up and restore and email related incidents (Level- 3);
• Perform intermediate scripting functions in Microsoft Active Directory (login scripts, GPO settings) to optimize customer environments. Work with Microsoft Deployment Toolkit for image creation, deployment, and maintenance of customer standardized images;
• In addition to the required Runbook, document the client’s IT environment;
• Manage service incidents requiring escalation and / or on-site intervention;
• Enter updates directly into the client’s Ticketing System (start/end times, work performed details) immediately after completing each intervention;
• Ensure proper functioning of the systems in place, and safeguard both the merchandise and the confidential nature of the information stored on the equipment;
• Interface effectively with the client during service interventions and maintain the highest degree of customer satisfaction;
• Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supported;
• Have thorough understanding of the Client’s Service Portfolio, and maintain an in-depth understanding of client operations and business needs in order to assist the Sales and Contractual teams in identifying new opportunities for additional services;
• Stay abreast of new technologies, participate in Client’s sponsored training initiatives, maintain personal certification requirements, and obtain manufacturer certifications relating to the work environment as required by Management;
• Adhere to the procedures and escalation processes as defined by Management.

Qualifications

• College diploma and/or equivalent work experience or technical certificate;
• Possess technical proficiencies outlined below, accompanied by at least two (5) years of related experience:
• Advanced knowledge and experience in administering and troubleshooting of PC and print environments including network connectivity
• Advanced knowledge and experience in administering and troubleshooting Microsoft Windows /7/8/10 environments
• Advanced knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, O365,Internet Explorer (all versions), Google Chrome (all versions), Firefox (all versions), Adobe PDF Reader and Writer, Antivirus software; Bit Defender, MacAfee, Symantec, Sentinel One
• Intermediate-to-advanced knowledge and experience in administering and troubleshooting Microsoft Windows Server environments (all versions), Exchange Server (all versions), Active Directory fundamentals;
• Intermediate-to-advanced knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN, WAN and wireless appliances;
• Intermediate-to-advanced knowledge and experience in the implementation and support of data back-up and restore technologies;
• Advanced knowledge and experience on Remote Management tools: N-Central, TeamViewer, GoToMeeting and Microsoft Teams;
• Advanced knowledge and experience using Microsoft Deployment Toolkit;
• Good knowledge of firewall concepts and functionality, switch configurations and networking methodologies;
• Good knowledge of entry and mid-level NAS/SAN devices and overall functionality
• Fluent spoken and written English.

Other Requirements (Certifications)
• CompTIA A+
• CompTIA Server+
• CompTIA Network+
• CompTIA Security+

Employment Type
Full-Time Permanent
Beginning of employment
ASAP
Duration of employment
Full-Time
Industry
Information Technology
Job Location
Laval, Quebec
Working Hours
37.5
Base Salary
$Competitive
Date posted
December 1, 2020
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Position: Network Operations Center Analyst

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