Network Operations Analyst

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Network Operations Analyst

Location: Ottawa
Job Code: MSP-01-12
Published On: January 29, 2017
Number of Openings: 1

Position Description:

Some of the responsibilities include, but are not limited to:
  • Responding to customer’s problems within 15 minutes and repair incidents without escalation 80% of the time.
  • Meeting or exceeding customer expectations for incident resolution and change SLAs.
  • Tracking and staying on top of all Open Issues by Call Reference Numbers.
  • Working closely with Partner Technical Support Centers to repair incidents.
  • Properly documenting all interaction with customers in Technical Support Database.
  • Answering technical questions.
  • Providing telephone and email support to customers.
  • Performing pre-engineered scheduled changes to customer network and server architecture.
  • Staying up-to-date on technologies, certifications and training.
  • Other duties as required.

Candidate Requirements:

  • Willing to work rotational shifts in a 24/7 environment (days/evenings/weekends/overnights)
  • Experience working in a Network Operations Center.
  • Experience supporting WAN and LAN infrastructures.
  • Experience dealing with Internet Service Providers (ISP) like Bell, Verizon, AT&T, Sprint/Rogers.
  • Experience supporting and troubleshooting Windows servers and core applications.
  • Ability to work in a fast paced customer support environment and handle stressful pressure situations.
  • Great team player.
  • Strong phone skills with customer first attitude.
  • Outstanding communication skills (ideally in both official languages)
  • Current Enhanced Reliability clearance or ability to obtain.
  • Solid understanding of Cisco technology and IOS command set
  • Demonstrated experience with Simple Network Management Protocol (SNMP)
  • Demonstrated experience with MS Windows Server 2003/2008R2/2012
  • Demonstrated experience with DNS, MS-Exchange, Active Directory
  • Demonstrated experience with Microsoft server based backup/restore applications
  • Knowledge of LAN protocols and TCP/IP
  • Strong Telephone Support and Technical troubleshooting skills

Nice to Haves:

  • 1-3 years’ experience in large multi-site environment supporting over 25 customers and more than 500 devices.
  • Exposure to online ticketing systems, such as OTRS, Remedy ARS.
  • Exposure to Zenoss, Solarwinds or other network monitoring systems.
  • Experience with UNIX and Linux administration and troubleshooting
  • Knowledge of ITIL processes or ITIL Certification
  • Professional certifications and training such as CCNA, MNOA, CNE, Linux & Unix administration
  • Knowledge of security incident management and devices (firewalls, IPS/IDS)
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