Network Operations Centre Analyst – Digital Nova Scotia – Leading Digital Industry

Network Operations Centre Analyst

What do you think of when you hear the name MNP?  Most likely tax and accounting, but as one of Canada’s largest consulting organizations, we’re so much more! We’re also serious about technology.

Make an impact with MNP Digital as a Network Operations Centre Analyst.   You will be an integral part of the Managed Services Operations team, responding to events that come to us from vendor emails and alerts from the RMM system. Examples of events are anti-virus alerts, backup failures, disk warnings, and software update problems. While adhering to service level standards, the Network Operations Centre (NOC) Analyst will work Tier 1, 2, or 3 events to resolution or escalate as required.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success. You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new relationships to support your career goals. If you’re ready to take your career into your own hands, you’ve come to the right place.

This is an in-office position based with our existing Managed IT Services team in Dartmouth, Nova Scotia.

Responsibilities 

  • Responding to events in a timely manner
  • Identify events that could be resolved with automation, and submit service requests for further review
  • Backup the Support Specialists on the Help Desk during periods of high ticket volume or staff shortages
  • Following-up with clients on existing service requests until resolved
  • Adhering to internal policies and procedures
  • Delivering superior customer service to our clients
  • Resolution of computer hardware and software issues remotely
  • Provide support to the current team.
  • Creating and updating client documentation
  • Prompt and accurate submission of timesheets

Skills and Experience 

  • Minimum of 5 years professional IT service and support experience
  • A proven track record of outstanding customer service and communication skills
  • An independent, self-managing work ethic with the ability to balance multiple priorities and deadlines
  • Strong time management, attention to detail and troubleshooting skills
  • An understanding of the importance of detailed time tracking and recording within a ticket system
  • A relevant technical post-secondary diploma, IT related certifications or equivalent work experience
  • A willingness to pursue and maintain IT related certifications
  • Intermediate knowledge of Windows OS’s
  • Intermediate knowledge of VMWare and Hyper-V virtualization
  • Intermediate knowledge of network storage
  • Intermediate knowledge of backup software, backup strategies, and VSS
  • Intermediate knowledge of email services including Microsoft Exchange and Office 365
  • Intermediate knowledge of Active Directory, GPO’s, NTFS and share permissions, AD replication
  • Intermediate knowledge of networking including DNS, DHCP, WINS, Routing, VPN’s, common ISP services, UTM
  • Ability to work afterhours on evenings and weekends when required
  • Ideal candidate would be on the following certification track:
    • Fortinet Certified Professional: Network Security (NSE 4 FortiOS )
    • Fortinet Certified Professional: Network Security (NSE 5 FortiManager)
    • Veeam Certified Engineer (VMCE 2021)
    • Fortinet Certified Professional: Security Operations (NSE 5 FortiAnalyzer Analyst (version 7.2 or newer))
    • Fortinet Certified Professional: Public Cloud Security (NSE 6 Cloud Security for Azure)
    • Microsoft Certified: Azure Administrator Associate (AZ-104)