Innovoice Consulting Inc. - Current Open Positions

Location: Toronto, ON

Job Title:  SUPPORT CENTRE TECHNICIAN (NOC)

 

 

Purpose:

 

The Technical Support Team provides 24 x 7 x 365 Technical Support to the Global Client base. As a vital client touch point, the team is responsible for the efficient and timely resolution of any incoming technical issue. The team will strive for professionalism, concise and swift customer/enquiry/issue resolution and provide pro active communication where relevant.

 

Roles/Responsibilities:
 

Technical Resolution
●  Receiving incoming technical issues via various mediums in a professional and timely manner.

● Ensure that all calls are logged and updated with clear concise information.

● Aim for first call resolution whilst client is engaged/first point of contact.

● Escalation within agreed timescales where unable to resolve at first point of contact.

● Follow set procedures for resolution of technical issues and to identify and recommend improvements to processes and procedures.

·        ● Monitoring and maintenance of infrastructure through systems administration of various operating systems, as well as hardware and network support.

·       ● Maintaining industry standard applications in use across the platform.

·       ● Engaging technical partners in managing hardware, bandwidth and appliance performance.

·       ● Identifying infrastructure traffic trends and raising these with service specialist teams.

·       ● Ensuring service and platform status is continually communicated across the business.

● Identifying persistent infrastructure incidents and engaging Engineering teams to deploy improvements.

 

Client Response
·      ●  Effective and prompt escalation of client issues to appropriate parties.
·     ● Use of precise client communication skills both oral and written during all interactions with clients and team members.

·      ● Listen and analyse thus enabling successful responses to clients.

 

Management

·     ● Management of individual workload as well as promoting a team approach especially during periods of high volumes.

·     ● Self managing and accountable.

·     ● Flexible approach to new requirements such as shift and work patterns and changing responsibilities.

·     ● Creating and sustaining a positive working environment where ideas and suggestions are forthcoming to enhance working practices.

·     ● Self learning to cover areas of technical weakness thus achieving first call resolution.

 

 

REQUIREMENTS:

 

Essential

 

  • College Degree or equivalent experience in an IT related subject

  • 2+ years work experience in network administration

  • 2+ years of Linux work experience

  • Solid understanding of mail servers: Sendmail/Q-mail and Exchange

  • Good working knowledge of Active Directory

  • Experience with firewalls, switches and routers

  • In depth understanding of TCP/IP including the following protocols:

     SMTP, DNS, HTTP

·               ●   Previous experience of working within a fast paced client/technical environment

  • Previous experience of professional client interaction

  • High standard of written and verbal English

  • Excellent phone communication skills

  • Ability to understand and analyse trends.

 

Desirable

 

  • Clear comprehension of internet-borne security threats, including Spam, Viruses, Trojans and Spyware

  • Practical understanding of email, web, and IM security issues

  • Previous experience of working within a service support environment

  • Knowledge of contact management and/ or call tracking databases

  • Previous experience troubleshooting a Cisco based network

  • Basic Perl and Shell scripting skills.

 

 

All applicants must email resumes in MS WORD format to career@innovoice.ca. Please mention the job title on the subject heading.

 

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