Network Operations Centre (NOC) Technician

Summary:
ORION is a not-for-profit organization dedicated to empowering Ontario researchers, educators and innovators. We foster a community of more than two million users at more than a hundred universities, colleges, hospitals and research institutions, as well as the majority of Ontario’s school boards. We enable ground-breaking discoveries and cutting-edge education by connecting institutions and regions through our network, facilitating collaboration and providing our community with the digital tools and expert support they need to make the world a better place.

As an ORION NOC Technician, you will have responsibility for monitoring and responding to service-affecting issues across our network (alarms, email, phone) as well as incident management coordination with Network and Security operations team members. This crucial role acts as the main focal point for Operations communications, Incident and Change Management at ORION, as well as provides operational metrics to our Community and senior management. Requiring great communication skills, sound judgement and an ability to prioritize, this role is an excellent opportunity to advance your networking and service management skills while making a real difference to the critical infrastructure Services ORION provides to Ontario’s research and education community.

As a workplace, ORION has a culture of inclusion, mutual respect and teamwork. Equity and diversity are an integral part of our commitment to innovation, connectivity and community. We encourage applicants from women, persons with disabilities*, Indigenous peoples, racialized people and others who may contribute to the further evolution of our network.

Reporting Relationship:
This position reports directly to the Director, Network Infrastructure and Operations, and will work closely with Network Engineering and Security Operations technical team members.

Salary and Benefits:
Flexible work-from-home policy

Comprehensive benefits package

Career-training and development

Generous holidays/vacation

Many other perks

Key Activities:
Primary point of contact for Constituent technical issues and questions; via email and phone calls

Incident management; including engagement of Tier 2 Resolver teams and internal/external communications

Initial tirage of network problem and depending of complexity, applying fix or initiate process to resolve issue.

Alarm monitoring, triage and escalation (various NMS tools)

Network statistic report collection at periodic intervals

Change management tracking, including notifications and maintenance of a Global Change Calendar

Ticket management, adherence and reporting

ITSM process ownership, including recommending and leading improvement initiatives

Potential opportunity for some field installation and repair work

Key Performance Metrics:
Customer satisfaction related to overall support experience

Various ITSM metrics including network availability, incident MTTR, FCR, repeats, Change success rate

Ticket adherence and reporting

Quarterly dashboard creation

Knowledge articles created and/or processes improved

Knowledge and Skills:
Excellent verbal/written communication skills and a strong customer focus

Sound judgement and ability to make decisions and prioritize work, often with incomplete information

Attention to detail

Previous IT or network monitoring and support, including general networking knowledge (Cisco, Juniper, Nokia, Ciena management platforms and troubleshooting) and ticket management

Understanding of vendor and Facilities management (from an Operations perspective)

Strong teamwork and sense of ownership for the customer experience and service delivery excellence

Familiarity with network fundamentals regarding Layer 3 and Layer 2 concepts and protocols, such as OSPF, ISIS, BGP, IPv4, IPv6, STP, MPLS and L2VPN.

Familiarity with transport technologies such as DWDM and optical transceivers is a plus.

Qualifications:
ITIL Foundations certification

Valid G drivers’ licence

Post-secondary degree, preferably in a STEM field; or equivalent work experience

Minimum 3-5 years hands-on work experience in IT or network administration

Applications:
Please apply to [email protected] with he subject line: NOC Technician

• Accommodations are available on request for candidates taking part in all aspects of the selection process.