NOC Specialist (A6) - Work From Home
Global Mentoring Solutions Inc
Alberta
Overview: The primary objectives of the NOC Specialist are to work closely with the NOC and Customer Success Team to ensure a successful onboarding, client management and service delivery experience. To accomplish those objectives, you will require a combination strong technical and customer advocacy skill along with a comprehensive understanding of the GMS NOC and Customer Success Processes and Policies.

Responsibilities

Direct NOC Support (AKA working NOC Tickets)

Respond to and remediate NOC alerts (tickets) with GMS' specified SLA's and as per our SOP's;
Escalate any issues you're unable to resolve for either internal review or to the client (depending upon the issue and the urgency);
Thoroughly search the KB for the relevant device and process information;
Add detailed, yet concise notes to tickets so colleagues and clients will easily understand the issue the efforts made to remediate and if unable to resolve, the reason for escalation;

Shift Oversight on NOC Service Delivery

In addition to working on NOC tickets themselves, the NOC Specialist will also be responsible for the following:

Monitor NOC services using monitoring and analytics tools;
Review NOC tickets/issues in peer review status, communicate with and/or escalate to the MSP as necessary;
Respond to NOC related queries in chat, ticket updates and email ;
Monitor alert/ticket activity for recurring issues; recommend the appropriate resolutions to the client to improve stability (e.g. add memory, move role to another machine etc.);
Review tickets to ensure the issues are being handled correctly and recommend tools/process improvements and/or train/coach as necessary;
Provide constructive feedback when identifying issues as not meeting the required performance standards.

Client Service Management and Onboarding

Alongside and in open communication with the NOC and Customer Success Teams, each NOC Specialist will assist with the setup and changes of monitoring in and patching. This will require participation in client meetings and administration of monitoring and service management tools:

Add and remove devices for monitoring and patching according to GMS' Onboarding and Change Management Processes and Policies;
Adjust Alert Thresholds for monitoring according to GMS' Onboarding and Change Management Processes and Policies;
Set maintenance periods for monitoring and patching according to GMS' Onboarding and Change Management Processes and Policies;
Oversee Patching and Patch Reports as assigned;
Update Documentation as required;
Participate and as required facilitate, regular and ad-hoc GMS' internal meetings, including but not limited to: Team Meetings, Onboarding Reviews, Client Meetings, Client Pulsecheck and Retention Reviews and Participate/Lead role plays and practice meetings.
Identify, recommend and implement enhancements and improvements to GMS' NOC service, tools and applications;
Participate in onboarding and client review meeting (post go live) as required as the GMS' NOC representative;
Work with vendors of GMS Monitoring Tools as required.

Customer Advocacy

Engage GMS team members as required to ensure that clients are given the support they need;
Answer customer queries via emails or phone calls in a timely manner; if a comprehensive same-day response is not possible, send a holding email within the same business day;
Maintain a documented record of all critical customer communications and e-mails;
Take ownership of quality concerns per GMS' quality process;
Report and perform ‘first level' investigation of ticket flow issues whenever possible;
Report any other technical issues in a timely fashion per GMS process;
Manage Change, Report and Technical Enhancement Requests per GMS process.

Development and Learning

Develop and maintain competencies in GMS' Tools and Systems, including but not limited to monitoring, ticketing, reporting, and CRM tools;
Participate in training on tools, processes, policies and soft skills as required;
Participate in improvement/enhancement projects related to support including but not limited to suggesting improvements to tools and processes, collaborating on the development of business requirements, and customer success processes;
Personal growth of technical and customer service expertise through independent learning and practice.

Other

Project a positive image to customers both internal and external, as a representative of Global Mentoring Solutions;
Provide regular weekly, quarterly and ad-hoc reporting to your immediate manager and Senior Management;
Participate in GMS management meetings as necessary (travel may be required);
Participate in GMS training initiatives as necessary (travel may be required);
Attain a minimum of 2 assigned certifications per year.
The above describes the broad framework within which the employee will operate. It will be subject to regular review with the employee and GMS reserves the right to change or alter the duties contained therein to reflect the needs of the business and the personal and professional development of the employee.

Qualifications/Skills

Deploy, Maintain and Troubleshoot office typical hardware such as Desktops, Laptops, Tablets, Printers and / or Smart Phones
Windows Server 2008 or later Configuration and Troubleshooting
Windows 7 / 8.1 / 10 Workstation Configuration and Troubleshooting
Experience supporting Microsoft Office suite, especially Outlook
Network Printer Mapping & Troubleshooting
Active Directory User Management
Exchange 2010 / Office 365 Management
VPN Configuration & Troubleshooting
Experience using Network Monitoring tools or investigating System Alerts
Determine false-positives from live issues and Escalate as Appropriate
Basic TCP / IP network troubleshooting
Excellent Organizational and Documenting skills
Strong Problem-Solving and Analytical skills
Excellent Client Relations skills
Strong Oral and Written Communication skills
Ability to Effectively Prioritize and Execute tasks in a High-Pressure Environment
Experience working in a Team-Oriented, Collaborative environment.
Self-starter with an ability to Work Independently
Must be flexible to work a rotating shift schedule and/or night shifts.
Knowledge and experience with Linux considered an asset.
Bachelor's Degree / Diploma in a technology-related field or equivalent experience

Experience you'll bring:
Be proactive and predictive, tackle problems before they happen
Embrace DevOps practices & methodologies
Carefully plan application deployments, migrations, and upgrades to minimize service impacts
3+ years of experience supporting highly available and fault-tolerant systems
2+ years of experience configuring servers on enterprise-grade networks
2+ years of Virtualization experience
2+ years of Cloud technologies experience
2+ Networking experience (Ex. TCP/IP, UDP, Routing, Firewalls, load-balancers)
A strong problem solver by applying problem analysis methodologies
Communicate clearly and effectively to all levels of the organization
Strong Documentation skills to create standard operating procedures for other NOC team members to follow
We are currently only considering Canadian residents for this position.