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Current Positions

Network Operations Specialist

Location: Markham
Job Code: 21821
Status: FULLTIME

Date Posted: January 10, 2022

Position Summary:

We are looking for Level2 computer specialists with strong troubleshooting and communications skills plus a passion for new and changing technologies.  NOC techs act as the bridge between the Level3 departments and/or vendors and frontline Service Desk agents and users.  NOC techs are also responsible for hardware-level support (including loan equipment).

Must be able to work in the  Markham office part of the time and virtual the other part.

Responsibilities:

  • Triage all escalations from Service Desk to determine if issue has been fully documented/troubleshooted at Level1, and assessed to determine if the issue can be resolved by NOC or requires further escalation
  • Direct support for high-priority programmes/departments
  • Provide emergency onsite support when needed.
  • Prepare/ship/receive loaner equipment to/from employees.
  • Troubleshooting and repair/escalation of hardware issues on end-user equipment (thin-clients, laptops, printers, etc.).
  • Send out user notifications for IT-related incidents including:
    • Scheduled Maintenance
    • Service Interruptions
    • Announcements of new/improved products and systems to staff
  • Investigate and provide direct user support and communications for ongoing/escalated issues that Service Desk cannot resolve.
  • Backup and assist Level3 staff  onsite.
  • Provide emergency onsite support when needed.
  • Participation in IS/IT projects to ensure that NOC/ Service Desk’s responsibilities, capabilities, and limits are known to project participants. 
  • Add/update support documentation of all systems NOC are responsible for initial support contact (via wiki).
  • Regular reviews of support documentation used by other departments to ensure they are correct and current.
  • Provide both verbal and written instruction to /Service Desk agents in new responsibilities, techniques, and systems.

 

Requirements:

  • Minimum 3+ years of Level2 support experience in an entity with 5,000+ end-users, ideally a medical-related organization.
  • Experience with virtual desktop clients/applications (Global Protect, Workspot, etc.).
  • Experience with Microsoft Windows/Office365
  • Experience with hardware repairs (laptops and printers).
  • Experience with Internet networking/protocols, including VPN.
  • Minimum college-level or equivalent certification/experience in computer applications, hardware, and networks.
  • Strong troubleshooting skills, especially when dealing with complex issues.
  • Excellent customer service skills and empathetic customer communication.
  • Excellent written and verbal communication skills for both technical and non-technical audiences, including the ability to provide clear and understandable instructions to end-users.
  • Able to work well both independently and as part of a team.
  • Ability to multi-task and manage schedules.
  • Driver’s license and reliable vehicle in case emergency onsite visits required.
  • Flexibility in working hours to accommodate maintenance and other external schedules.

Please note that due to the unprecedented circumstance of the Global Pandemic and the resultant public health crisis; and in the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19.  Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact Human Resources  humanresources@sehc.com at your earliest convenience.

Please apply online  wincychong@sehc.com

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