After-Hours Incident Management Technician
MBC
Ontario, Canada
6d ago

Role Description

We are looking for a bright, passionate and motivated professional Network / Microsoft Systems Administrator to oversee our after hours operations.

The critical success factor for this opportunity is SLA driven client communications. The qualified candidate will also be responsible for escalated after hour maintenance requests as needed.

Responsibilities

  • Actively monitoring and investigating alerts on NOC dashboard
  • On a monthly basis complete client Proactive checks with full documentation
  • On occasion dispatch downtown to client Data CenterFirst point of contact with clients after-hours
  • Creating tickets in our ticketing system to track issues
  • Resolving tickets that are in scope after hours with documentation and time entries

  • Escalating any tickets that have not been resolved to day time techs
  • Communicating with daytime techs regarding any ongoing issues
  • Completing any after-hours tickets that require server reboots (Service Pack Updates, Configuration changes, drive expansions)
  • Technical Skills

  • Windows Server and associated servicesFile ServicesPrint ServicesApplication ServicesRemote Desktop Services
  • Gateways and VPN connections
  • Exchange and Active DirectoryNew user account configurationGroup Policy administration and troubleshooting
  • SQL ServerAdministration and Troubleshooting installations
  • Hyper-V and VMWare Virtualization platformsManaging and Maintaining Virtual MachinesDrive expansion procedures
  • Mobile DevicesBlackberry, Android, IOS, Windows Phone user configuration
  • Interpersonal Skills

  • Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman terms
  • Strong analytical and problem-solving skills
  • Initiative and organizational skills
  • Able to adapt and quickly develop in-depth technical understanding of new and different applications
  • Strong ability to analyze situations, diagnose problems, and develop and implement solutions
  • Must be a team player willing to work on a variety of technical initiatives
  • Must have the ability to work independently and identify priorities for completion of multiple tasks
  • Extremely Detail oriented
  • Punctuality and Responsibility is required.
  • Educational / Technical Experience

  • 3+ years in a service desk environment or equivalent experience
  • Apply
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