Network Administrator

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

The Engineer, NOC is responsible for conducting regular technology and services alignment assessments against the IT Solutions (ITS) standard for an assigned subset of the IT Solutions customer base. In this role, you will travel to a client's main location regularly and review the client's technology. You will proactively ensure that all entitled client devices and services are provisioned, secure, updated, documented, and performing optimally. You will also remediate simple issues while on-site and coordinate with other ITS teams to resolve larger issues and will document your findings, which our Client Strategy team will use to deliver the client's Technology Strategy Roadmap.

Requirements

Responsibilities:

• Participate in the day-to-day operations within the NOC team
• Adhere to our established NOC processes, procedures, and policies
• Assist with client onboarding and offboarding procedures
• Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
• Monitor and remedy client infrastructure issues and alerts in a timely manner
• Perform regular checks for maintenance installation to ensure all systems are running smoothly
• Provide technical support to clients and resolve any user issues promptly and effectively
• Document system reviews, recommendations, internal processes, and procedures
• Assist clients in resolving any other technical issues as per our customer satisfaction standards
• Escalate client issues to the NOC Team Lead, if need be
• Provide additional IT support to other departments as required
• Participate in after-hours on call and/or on call escalation rotations as assigned
• Other assignments as instructed by the Centralized Services Team Lead
• Attend regular internal/external meetings
• All other duties and responsibilities as assigned by the NOC Team Lead

Experience

Knowledge, Skills, and Abilities:

• Post-secondary diploma or bachelor’s degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience
• Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
• Previous experience working with a Managed service provider is an asset
• Proven experience providing network administrative support
• Previous experience working with VMware, Windows Servers, RMM, and PSA
• Advanced MS Windows Server administrative skills and support skills
• Experience in administering, managing, and troubleshooting patch management tools
• Sound knowledge of backups and Disaster Recovery software and strategies
• Experience with Datto BDR and VEAM
• Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset
• Excellent communication, interpersonal, and active listening skills
• Professional, proactive, and personable telephone etiquette
• Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
• Ability to solve problems independently, effectively, and efficiently
• Ability to multi-task and work under tight deadlines
• Ability to manage changing priorities effectively and efficiently
• Strong team player spirit is a must
• Must be willing to work in a hybrid working environment
• Must be willing to attend the office or client worksites in-person when required

Compensation Package

ITS offers a full benefits package, including:  

• Comprehensive Group Benefits Program
• Paid Holidays and Vacation 
• Company-paid life Employee Assistance Program 
• Company-paid training, materials, and exams  
• Performance-based bonuses  
• Flexible/hybrid work arrangements

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws.