JOB SUMMARY:
We are seeking a highly motivated and detail-oriented NOC Support Specialist to join our Network Operations Center (NOC) team. The NOC Support Specialist will be responsible for monitoring, maintaining, and supporting the critical IT infrastructure, ensuring the stability and availability of network systems, servers, and other vital components. The successful candidate will work in a fast-paced, 24/7 environment, identifying and resolving technical issues, escalating complex problems, and ensuring optimal service delivery.
NOC Support act as the bridge between the Level3 departments and/or vendors and frontline Service Desk agents and users. NOC techs are also responsible for hardware-level support (including loan equipment).
JOB RESPONSIBILITIES:
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Monitoring and Surveillance:
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Continuously monitor network, server, and application performance using monitoring tools.
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Respond to alerts and alarms in real-time, ensuring issues are addressed promptly.
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Incident Response and Resolution:
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Identify, diagnose, and troubleshoot network and system issues (e.g., outages, slowdowns, performance degradation).
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Execute second level and at times first-level triage and escalate unresolved issues to Level 3 support (senior engineers or specialized teams) or vendor.
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Maintain detailed documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., Jira).
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Escalation and Communication:
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Follow established escalation procedures to ensure that critical incidents are promptly communicated to relevant teams.
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Notify stakeholders and management of high-priority incidents and provide timely updates on progress.
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Coordinate with external vendors and third-party service providers to resolve hardware or connectivity issues.
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Maintenance and Optimization:
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Perform routine maintenance tasks, such as network and server health checks, patch management, and scheduled backups.
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Participate in night shift operations to ensure proactive management of the network and system performance.
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Identify potential areas for process improvement and recommend solutions to enhance service availability.
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Documentation and Reporting:
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Maintain accurate and comprehensive incident logs and reports for post-incident review.
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Prepare shift handover reports detailing all incidents handled during the night shift, including status updates on unresolved issues.
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Update internal knowledge base with troubleshooting procedures, known issues, and resolutions.
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Compliance and Security
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Ensure adherence to internal security protocols and best practices while handling sensitive data and network systems.
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Monitor network traffic for unusual activity and escalate potential security threats to the security team.
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Other responsibilities:
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Processing and QA of purchased end-user equipment.
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Prepare/ship/receive loaner equipment to/from employees.
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Onsite deployments/retrievals of end-user equipment.
QUALIFICATIONS:
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Minimum 5+ years of Level2 support experience in an entity with large user based, ideally a medical-related organization.
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Experience with virtual desktop clients/applications (e.g. Citrix, Workspot, etc.).
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Experience with Microsoft Windows/Office/Exchange management.
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Experience with hardware repairs (laptops and printers).
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Experience with Internet networking/protocols, including VPN.
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Minimum college-level or equivalent certification/experience in computer applications, hardware, and networks.
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Strong troubleshooting skills, especially when dealing with complex issues.
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Excellent customer service skills and empathetic customer communication.
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Excellent written and verbal communication skills for both technical and non-technical audiences, including the ability to provide clear and understandable instructions to end-users.
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Able to work well both independently and as part of a team.
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Ability to multi-task and manage schedules.
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Driver’s license and reliable vehicle in case emergency onsite visits required.
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Flexibility in working hours to accommodate maintenance and other external schedules.
Preferred internal candidate identified.
Why Join SE Health?
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Competitive Compensation – Enjoy a Total Rewards package including salary, benefits, pension, performance incentives, on demand pay, car loan support, supportive housing and exclusive staff perks.
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Flexibility & Support – Our SE Flex program offers a unique hybrid model with work-from-home options, flexible scheduling, and a supportive culture to help you thrive.
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Meaningful Impact – As a Social Enterprise, your work directly supports improving lives across Canada. Your voice matters, and innovation is encouraged.
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Growth & Development – Access tuition assistance, training, and career advancement opportunities across our growing organization.
ABOUT US:
SE Health is a not-for-profit social enterprise advancing health with heart. With 115+ years of impact, we bring hope, happiness and exceptional care to people and communities across Canada. We lead with empathy, dignity and purpose while building a future where everyone can realize their full health and well-being potential. We’re also an inclusive, supportive workplace offering competitive compensation, strong benefits and real opportunities to grow. We’re All In Together.
Accessibility: If you require accommodations due to illness or disability, please contact Talent Acquisition at [email protected].
AI and compensation details:
We use AI to take notes during our interview. All applications and interviews are reviewed by our Talent Acquisition team. This role is a replacement position. The pay range is $54,000 – $68,000 annually, based on experience.
