At Distributel, our Mission is to make the use and enjoyment of telecom services radically effortless. Every day, we will strive to understand, respect, and prioritize our customersâ€™ needs.
We take pride in excellent service, business integrity, and innovation. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience in every way.
Come and join an award-winning organization!
Great Place to Work-Certified
Top 2020 Small & Medium Employers
Top 2020 Great Toronto Area Employer
Top Canadian Telecom CEO award
Reporting to the Manager of Network Operations Center, the Network Operations Center Analyst will provide first-line troubleshooting and incident management ofâ€ network, systems, and security surveillance for the Network Operation Center (NOC).
This role also includes responding to all fraudulent activity within the network, 911 alert notifications and 911 call handling and reporting
HEREâ€™S SOME OF WHAT YOUâ€™LL BE DOING :
Provides surveillance of network using all applicable NOC Network and Systems Management Tools
Provides security surveillance using all applicable monitoring equipment and tools.
Provides 911 call and alert notification support using all applicable tools.
Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to appropriate Support teams according to NOC procedures.
Facilitate and coordinate the flow of communications between the NOC and internal Distributel / Thinktel groups, as well as external vendors and third-party ISP partners
Provide timely Internal / External notices in accordance to incident handling procedures for network events having service impacts
Troubleshoot all Fraud Alert notifications using all applicable applications and tools.
Work independently with limited supervision while providing clear, documented activities to include customer or technical issues
Provide support to Change Management and BTS after hours
Perform handover functions to incoming shift team members / management.
Responsible for following, supporting, and enforcing all internal control processes and procedures
Driving service issues to resolution through engagement and escalations within internal and external departments and / or third-party carriers
Aware of all ongoing service issues with regular follow up
Act as the SPOC for Incidents and when required set up and pull appropriate support teams onto single conference to align restoration efforts
Triage of alerts and report service issues to Operations. Perform basic troubleshooting and take corrective actions where capable
Provide support to Security and Facilities (track and manage access)
Ensuring Service Incident tickets are logged / updated / tracked / reported
Completion of daily / weekly / monthly reports as assigned
Other duties as assigned
HERE ARE THE SKILLS AND QUALIFICATIONS YOUâ€™LL NEED TO BE SUCCESSFUL IN THIS ROLE :
YOUR EDUCATION AND EXPERIENCE :
High School diploma required;
Advanced technical degrees preferred
Previous Network / NOC experience preferred.
Basic level ability with Microsoft Word and Outlook
Various Network monitoring and management tools
Network troubleshooting skills (knowledge of Juniper and Cisco)
The applicant must have effective oral and written communication skills as well as excellent interpersonal skills, and the ability to organize and prioritize work.
Must have strong analytical skills
Knowledge of Telephony and IP systems based on various transport protocols, copper, fiber, TDM, SONET, Metro Ethernet, and Wireless.
Basic understanding of LAN / WAN networks & protocols
Experience with Systems (Linux and Windows)
Working knowledge of the OSI model
Must have strong problem-solving and troubleshooting skills
HERE ARE SOME OF THE SKILLS AND CHARACTERISTICS YOU WILL BRING TO THIS ROLE
You are passionate! About people, about relationship building, about life in general!;
Curious, you like to challenge the status quo, willing to take ownership and drive continuous improvement;
Bilingualism in English and French is an asset;
You have strong customer handling, attention to detail and organizational skills;
Proactive and creative, you are at ease with problem-solving and managing multiple priorities;
Strong leadership and team management skills;
Communication is fun and easy for you, both verbally and written;
Because you like to share your knowledge with team members, youâ€™ll be a valuable team player. After all, WE PLAY AS A TEAM
HEREâ€™S WHATâ€™S IN IT FOR YOUâ€
Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team thatâ€™s vigilantly working together towards reshaping the telecommunications landscape.
We have insurance benefits;
We promote work-life balance;
We provide a great work environment with organized social events;
Youâ€™ll have opportunities for growth & development;
Business casual working environment;
We have great downtown locations and amazing people!
Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!
Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger.
Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.
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