Data Center Incident Technician

Canadian Network Installations, CNI, has been a proud national vendor partner supporting telecommunication Carriers across Canada for over 20 years. CNI offers infrastructure support, solutions, and network build in both wired and wireless sectors across Canada. We are currently recruiting individuals who possess the skill, attitude, and passion to join a growing team in the greater Toronto Area as a Data Center Incident Technician.

The position requires an individual who embraces CNI’s culture of maintaining and providing our clients a high level of quality, service and safety standards while maintaining client targets.

As a CNI Data Center Incident Technician, your responsibilities will include various tasks throughout a continental work week that may include facilitating escalations within a data center environment. Working with a team and independently, you will often engage with the proper departments to mitigate and correct trouble tickets through various tools provided.

Potential candidates should possess most of the following attributes.

• Have an Outside in perspective/orientation, clearly see things from the perspective of our customers and stakeholders
• Naturally proactive, curious, experiments and never stops learning
• Detail oriented (methodical, precise, meticulous, and persistent) with lots of GRIT
• Excellent written and communication skills
• Takes pride in operational excellence
• Thinks on their feet, calm under pressure
• Embrace diversity and new ideas
• Ability to think critically and be analytical
• Ability to think strategically, but can implement at the tactical level
• Draws from experience and past knowledge to leverage/build on top of
• Technological savvy and/or the ability to learn quickly
• Be an energetic self-starter in a fast-paced, constantly evolving environment
• You are a results-driven achiever who can inspire team members to continuously improve
• Proven project leadership with the ability to influence, facilitate and quantify business results at any level
• Share our passion for building capabilities in others and taking part in their success
• Thrive in an agile, lean and fast-paced environment
• View collaboration as essential to your work
• Utilize the power of data to inform decisions

Some other duties and responsibilities:

• Work in a team environment
• Detect incidents/problems using various monitoring tools
• Lead collaboration of internal and external IT teams to recover services
• Provide status updates and written reports for customer, management and executive teams
• Determine correct escalation path and ensure adequate support is provided in a timely manner
• Assist in the continuous improvement of our clients Command Center processes and procedures
• Take ownership of all outages until service is recovered
• Participate in Change Management review and be the approver for emergency changes
• Perform daily operational tasks as required
• Accountable for follow up actions with various resolver teams after each incident where applicable
• A graduate or undergraduate degree (Applied Science/English/Business)
• Working with technologies used to support services in large and complex Data Center environments, including demonstrated ability to provide Incident Management support and resolution in a timely manner
• Supporting IT infrastructure/services in a complex IT environment
• Strong understanding of ITILv3 framework or ITILv4 framework
• Strong networking and interpersonal skills, highly customer-focused and be able to lead conference calls with authority
• Excellent decision-maker with focus on service recovery
• Capacity to work on rotating 12-hour shifts supporting 24×7 operations
• Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)
• Commended for your self-motivation, decision-making and conflict management skills
• Distinguished for your exceptional written and verbal communication skills along with an ability to work under minimal supervision

As a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a personnel security screening conducted through the Government of Canada passing RCMP Secret Level II screening
Leading our industry in quality, service, and team appreciation, CNI is an equal opportunity employer to qualified individuals, providing its staff with a fully respectful work environment. If you are interested in applying, and have the skills and experience please respond online.

Job Type: Full-time

Salary: $23.00-$28.00 per hour

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Vision care

Schedule:

• 12 hour shift
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Toronto, ON: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical Support Occupations: 1 year (preferred)