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NOC Shift Coordinator (Toronto, ON)

Managed Services | Toronto, ON, Canada | Full Time

Job Description

New Signature is an award-winning company specializing in enterprise-grade systems management of our clients’ data centers, end-points and cloud environment. We need the right people with the right in-depth technology expertise to provide the services that are absolutely critical in helping our clients keep their IT infrastructure healthy and performing with excellence.

Being part of our team means working with extraordinary people and experiencing an innovative working environment that is valued by our clients and colleagues!  If you want a rich and rewarding career that focuses on team building, cutting-edge technology, and ongoing learning, then New Signature could be a great fit for you.

This position is based out of our state of the art facility in the heart of downtown Toronto's prime business district, within minutes walking distance of both Union and Queen Stations.

For those individuals who thrive on continuous learning and progression, we offer great training and career opportunities.  Our employees have access to the benefits of working for a Microsoft Certified Learning Solutions provider and we offer exciting career opportunities for complex systems architecture and deployment. 

The Team:  Server Monitoring and Investigations Team

Our customer base includes global corporations from all verticals, with presence and associated technology infrastructure around the world.  Our business value is to ensure there are eyes on our customer's critical infrastructure 7x24x365, and alert them to any issues in advance of outages that could affect associated critical business operations.  Ongoing performance analysis and reporting are also additional value services provided to our customer base. 

Our team is comprised of Analysts who thrive on digging deep into technical issues, correlating events, and providing actionable steps back to our customers.  The team plays a key role in monitoring the health of our customer environments 24 hours a day and are the first point of contact for outages on systems we monitor as part of the service.

Responsibilities:

  • The Network Operations Center (NOC) Shift Coordinator will work with technicians and shift leaders to triage, escalate and manage responses to all events impacting or threatening Infrastructure customers, and will report directly to the Senior Technical Leads

  • Organize shift planning and scheduling to ensure NOC is functionally staffed at all times

  • Coordinate customer change requests, escalations etc.

  • Participate in decision making within the NOC and help identify, assess, coordinate communication and respond to customer incidents and service requests

  • Quality check team members work by reviewing metrics, calls, correspondence, ticketing system coordination, patching cycles and service deliverables

  • Ensure all NOC Analysts are aware of and properly adhere to procedures and Service Level Agreements, and assist with on-the-job training

  • Monitor internal and external systems to identify, assess, and manage communications to team members, customers, affected organizations (external and internal) and stakeholders throughout the incident and patching life-cycle

  • Effectively provide shift leadership and utilize innovative and creative approaches when working to solve problems, and demonstrate good judgement while under pressure

  • Autonomously use discretion when dealing with sensitive information, and apply sound business principles and data analysis to identify problems and initiate actions to address them

Requirements:

  • Experience and desire to work any shift within the 24/7 operation, potentially including holidays and weekends

  • High level of customer service skills as demonstrated by way of previous work history

  • Understanding of Microsoft and networking technologies, in order to assist with the investigation and troubleshooting of alerts and performance issues

  • Broad technical knowledge of Windows server technologies such as Exchange, SQL, and System Center Configuration Manager (SCCM), etc.

  • Experience with ITIL and ITSM is a plus

  • Track record of creative problem solving, and the desire to create and build new processes

  • Experience maintaining metrics and SLA’s

  • Strong time management and multitasking skills as well as attention to quality and detail

  • Excellent written and verbal communication skills with ability to concisely and effectively address questions while providing subject matter expertise on policy to associates and management

  • Experience balancing stress and workload to ensure success and continuity of operations

  • Ability to deep-dive issues and maintain customer focus ensuring the highest level of customer service

Our Culture

Our team members are important to us! We want to ensure we support their professional growth while allowing an open and engaging environment where we share best practices and expertise with one another. Some of the ways we make that happen are by promoting professional development, providing wellness programs and building an inclusive environment:

Inclusive Environment

  • We believe in creating environments where people love what they do and who they work with.  We help foster this passion by creating events and committees that allow colleagues to play as well as work together.  We encourage professional development with ongoing learning opportunities and cross-culture training and seminars by peers who are experts in their fields.  

  • Our offices are a modern mix of historical elegance, stocked with the comforts of home.  To help keep staff going when they need that “pick me up,” we have options for them to refuel.

  • We believe in professional collaboration, and our environment is set up to nurture that belief.  Our offices have several meeting and lounge spaces designed to help our staff get together, be creative, and collaborate on various initiatives.

  • We are proud of our accomplishments and recognize that it is our team of professionals that leads the way in knowledge and innovation for understanding how Microsoft tools can be best implemented, utilized, and maintained within various ecosystems. 

About New Signature

New Signature is a cloud-first, full-service Microsoft partner committed to delivering innovative technology solutions that solve human challenges. Behind every interaction is our dedication to provide outstanding experiences and to build authentic relationships with those around us. We are passionate about driving transformational results for clients across all company sizes, geographies and industries. The New Signature team delivers full lifecycle solutions—from project inception and planning, through deployment to ongoing support and maintenance.

New Signature was named the top Microsoft partner in the United States and the United Kingdom in 2014 and again in the United States in 2015—becoming the first partner ever to win the prestigious US Partner of the Year award two years in a row. With over 600 individual technology certifications, New Signature is a recognized expert at the forefront of Microsoft advancements and couples these powerful technologies with exceptional services to empower our customers, colleagues, and community.

Employment Eligibility

New Signature requires the candidate to prove eligibility to work in the United States or Canada (depending on the location of the job) within three days of being employed. All final candidates will be asked to complete a background check in both the US and Canada. These record checks can include any or all of the following: education verification, employment verification, drug screening and criminal record check. Positions that require significant travel may also require a driving record check.

New Signature is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.