We have an exciting, permanent opportunity for a Bilingual Operations Centre (OC) Technician in our Mississauga , Ontario office. You must be able to communicate in both French and English (written and verbal skills). This is an excellent chance to work in a client service role with an energetic, friendly team in a state of the art data center. The OC Technician is the primary interface with the customer for all technical issues and is responsible for monitoring Fusepoint's infrastructure, monitoring customer devices, troubleshooting problems and communicating technical issues to the customer and technical teams as per our standard operations procedures (SOP). In this position, you will be critical to our Ticket Management process and in our efforts to continuously improve the service levels we provide to our customers. This position requires you to work rotating shifts. Four 12 hr work days are followed by four days off. There are no on-call duties during the days off but you may be asked to work (paid) overtime periodically. Additional responsibilities may include hardware and software installations, hardware replacement; data centre shipping & receiving, inventory control, customer installations and other duties as required.
Responsibilities:
• Monitoring all Fusepoint and customer systems and facility systems in all data centres
• Preliminary analysis for all issues ; including DNS, Windows Server, IIS/SQL, Solaris, Linux, Apache, Oracle and networking devices
• Responding to requests and troubles and assigning to Level 2 as per standard operating procedures (SOP)
• Being accountable for closing tickets and immediate follow up with the customer
• Recommending improvements to processes/procedures, technical resolutions and enhancements to incident management
• Basic support of our product lines including: Backup, Security, Operating Systems, Applications, Web Analytics, Network and Mail
• Working with engineering & support staff on system O/S and application installation & configuration
• Data centre shipping/receiving and inventory control.
• Data centre work including hardware and cable installation and troubleshooting, remote hands for customers and
professional services
• SOP Adherence (declaring severities, following escalation procedures, notifying customers, etc)
• Interfacing between customers/engineers, vendors and ISP's
Required Skills:
• Experience in a multi-platform server & networking environment
• Experience using a ticket tracking system and monitoring software
• Must be Bilingual with excellent written/verbal English/French communication skills
• Ability to learn and apply new skills rapidly
• Strong analytical and troubleshooting skills
• Confidence in your own abilities and a willingness to make decisions and escalate when necessary.
• An interest in emerging technologies.
• Must be available for rotating 12 hour shifts (nights and days) (evenings, weekends, holidays) to ensure 7x24x365
service for our customers
Required Education:
• IT Diploma from recognized technical institution.
• Training and/or experience with any of the following: Windows Server 2000/3 , IIS 6 /SQL 2000 , Solaris, Linux,
Cisco IOS are strong assets.
No unsolicited agency referrals. Ideally, we would like to contact every candidate who applies to our position, however, due to sheer volume we can only contact those we will be interviewing. Thanks
