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Negotiable Salary
March Networks
Ottawa, ON, Canada
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ShareAt March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you will enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You will be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other. Purpose of Position • Responsible for the day-to-day activities of the Network Operations Centre (NOC) such as managing work-load, workflow and deliverables. • Provides leadership and development in the NOC for troubleshooting methodology, organized thought processes, use of diagnostic tools and diligence in problem resolution. • Interfaces with appropriate members of cross-functional teams to escalate customer issues and provides recommendations for resolution • Develops, maintains and enhances systems, methods and procedures to identify and improve operating efficiency and accommodate changing business requirements. • Manages the scheduling of Hosted Server Software Releases and Emergency Patches, where applicable. • Planning and developing NOC team recruitment and liaising with HR team • Ensures the NOC team remains trained on current and new products, solutions, services. • Analyzes system data for potential issues and/or trends. • Provides System status reports (Dashboard). • Manages customer expectations. • Monitors and provides reports on Tier 1 and Tier 2 team performances Duties and Responsibilities • Responsible for the team overseeing the monitoring of customer’s March Network products using hardware, software, and critical thinking, to ensure rapid discovery and resolution of “managed” asset problems. • Provides analysis and reports of each Managed Services Customers, the services provided, and assets managed. Develops new reports as necessary to support new department initiatives. • Manages the Network Operations Centre's email and ticket queue, owning the ticket until resolved to customer's satisfaction. • Participates in the identification, review and implementation of new service offerings to new and existing customers. • Improves Network Operations Centre processes for Tier 1 and 2 team, identifies and implements cost savings opportunities where applicable. • Provides technical guidance and support to NOC team members. • Ensures that each NOC specialist receives the appropriate product and systems training to be able to excel at their job. Identify any new training requirements and plan training sessions accordingly. • Able to fulfill the responsibilities of other Network Operations Centre specialists as to provide, as needed, additional resources to help balance the workload during periods of temporary workload fluctuation. •Responsible to ensure all members of the NOC team perform their duties in a professional manner; adhere to company policies and procedures, preserve the integrity of March Networks through ethical practices. • Ensures the NOC team tracks & records all customer communication and ticket work times. • Manages • • Customer warranties & service entitlements. • • The rollout of Maintenance Releases and Emergency Patches. • • Secured remote access infrastructure as well as users who must have access to Onprem customers • • Collaboration with other groups, specifically R&D, PV, Support and Quality Assurance. • • Relationships with Key customers (NOC accounts). Experience and Qualifications: •Bachelor's degree or post-secondary education, preferably in computer science, engineering or mathematics or related work experience. •Cisco Certified Network Associate (CCNA) certification or CompTIA Network+ and A+ is preferred •Sound knowledge of: •Database Management •Windows OS, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches. •LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting. •UNIX/Linux OS. •Security products, DVR's, IP cameras, CCTV in general. •Ability to •Give clear, concise presentations, and produce accurate documentation and reports •Remain calm under pressure. •Manage work schedules in a NOC environment. •Excellent interpersonal, writing and communication skills •Excellent problem-solving skills and ability to work within ambiguous situations •Experience in dealing directly with senior management whether internal or external. •Customer focused, attentive to detail, investigative, commitment to quality. •Works independently through verbal/written instructions from senior management. •Promotes and maintains a high level of customer satisfaction. •Expected to give after hours support on a "general availability" basis. •Other related duties as required. EXPERIENCE • 10 years’ experience in Help Desk support in a High-Tech environment or equivalent. • Minimum 5 years’ experience interfacing with customers as well as managing and resolving technical issues in a NOC environment. • 3 years of management experience in a Network Operations Centre environment. • Minimum 7 years’ experience working with March Networks products (NVRs, Cameras, Enterprise software, etc. Experience in providing analytical reports to management. March Networks is an equal opportunity employer and supports a diverse workforce. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application. Please note March Networks uses AI as part of the recruitment process.
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Oakville, ON, Canada
