Job Description

We are seeking a highly skilled and experienced NOC Technician / Managed Services Specialist to join our team. The successful candidate will be responsible for providing proactive monitoring, troubleshooting and resolution of issues, as well as delivering exceptional customer service to our managed services clients.

Key Responsibilities

• Monitor networks, systems, and infrastructure in a 24/7 NOC environment to identify potential issues before they become incidents
• Troubleshoot network issues, perform root-cause analysis, and resolve incidents in a timely and efficient manner
• Provide excellent customer service and communication, ensuring that clients are informed and satisfied with the resolution of incidents
• Assist with basic change management processes, ensuring that all network and system modifications are executed according to internal policies and industry best practices
• Collaborate with internal teams, including engineers, support teams, and account managers, to resolve complex issues and improve service delivery
• Contribute to the development and improvement of knowledge bases, documentation, and troubleshooting guides

Service Management and Documentation

• Assist with basic change management processes, ensuring that all network and system modifications are executed according to internal policies and industry best practices
• Perform routine health checks on client networks to ensure optimal performance, security, and uptime
• Perform regular system checks, updates, patches, and upgrades to prevent issues and improve system reliability
• Maintain accurate and up-to-date records of incidents, resolutions, and system statuses in ticketing systems or other management platforms
• Generate and review regular reports on network/system performance, security alerts, and service uptime to identify areas for improvement and optimize service delivery
• Assist in preparing and delivering monthly/quarterly reports to clients, outlining system performance, incidents, and improvements to ensure transparency and satisfaction.

Requirements

• 2-4 years of experience in a NOC or Managed Services environment, with a strong understanding of networking concepts and protocols
• Experience with network monitoring tools, such as Science Logic, Zabbix, Cacti, or Logzilla, and ticketing systems, such as Service Cloud and Jira
• Excellent communication and problem-solving skills, with the ability to articulate complex technical issues to non-technical clients
• Relevant certifications, such as Cisco CCNA, CCNP, or Fortinet FCP, are highly desirable
• Bachelor's degree in Computer Science, Information Technology, or a related field

Work Environment

• This role involves shift work, including evenings, nights, weekends, and holidays, to provide 24/7 support to our clients
• Occasional overtime may be required to address critical incidents or system issues
• Our hybrid work environment allows for flexibility and work-life balance, with the option to work from home or our office location
• You'll be part of a dynamic and collaborative team, with opportunities for professional growth and development

Please submit your resume via email to: teragocareers@terago.ca

TERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. TERAGO will provide accommodations throughout the recruitment, selection, and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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