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The Operations Center Specialist performs Tier I/II troubleshooting in the Network Operations Center as atrained operator using established policies and procedures to accomplish recurring tasks and respond swiftlyto outages within the production SaaS environment. This person shall be energetic customer serviceoriented and technically talented to provide support in a !"#$#%&' dynamic and fast(paced environment.

)ssential *uties and +esponsibilities,onitors and manages all production systems and services taking steps to improve performance reliability

or uptime as directed and per established policies and procedures. -nalyes trend data in order to takepreemptive actions to prevent outages from occurring and allocated physical and virtual resources asnecessary.Solves problems using established decision making trees utiliing monitoring systems to respond to alarmsor conditions that may reuire action to avoid impact to the customer0s e#perience.1erforms general system administration duties including OS patching and upgrades batch 2ob monitoringsystem and hardware diagnostics and other activities to ensure optimal health and performance of allsystems as reuired.

-cts as a first responder to all alerts and problem reports while managing communications betweendepartments and handling crisis documentation and dissemination after the fact.,onitors appropriate Service 3evel -greements in order to notify management when they are in danger ofbeing breached and recommending appropriate action to take to prevent violations. )scalates criticalincidents to senior level staff for resolution.

-ssists senior level staff with operational tasks as needed such as performing data backups and datarestores user account management and software installation and configuration. )nsures technology and

regulatory standards are implemented by maintaining records on repairs downtime changes and updates.1articipates in operational health reviews service monitoring and notification discussions service portfolioreviews and ongoing process improvement assignments as needed.1rovides e#cellent customer service to internal clients and communicates effectively with managementteam leaders and other team members within the department.,inimum 4ualificationsIntermediate knowledge of 5indows platforms6eneral knowledge of virtualied computing concepts and operation6eneral knowledge of networking theory and infrastructure1erform under pressure within a time sensitive environment while managing multiple tasks simultaneouslyCreative problem solving skills with strong uantitative analytical and conceptual thinking skills

-n affinity for providing e#ceptional customer service)#cellent communication 7both oral and written8 documentation and interpersonal skills,ust be able to lift over "9 lbs.+ead a :"; monitor screen at resolutions of :9!" # $&igh school diploma and/or 6)* euivalent reuired

-- or ?S in Computer Science or related field preferred*esktop -dministration or networking certifications preferred

This position description intends to describe the general nature and level of work being performed by peopleassigned to this 2ob. It is not intended to include all duties and responsibilities. The order in which duties andresponsibilities are listed is not significant.

O? S@,,-+AB

The ?ilingual Network Operations Center Specialist is responsible for providing technical procedural and

service guidance to our customers and NOC Technologists in a timely fashion. The position has

maintenance ownership of the issues and follows through for all customers until issues are properly closed.

The position will appropriately escalate difficult issues to upper Technical Support.

)*@C-TIONB

CCN1 / CCI1 or euivalent e#perienceD or

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! ( % years technology diploma in a telecommunications or networking related program.

)E1)+I)NC)B

'= years technical working e#perience is reuired.

)#perience working in the telecom industry is preferred.

CO,1)T)NCI)SB ,ust be bilingual in both written and verbal French and )nglish.

,ust possess a high level of customer service skills.

1roven ability to work independently and meet aggressive deadlines.

-dvanced in and e#perience with telecom grade )thernet access networks.

-dvanced in the delivery of telecom services such as Transparent 3-N 7T3-N8 ,etro 3-N 7,3-N8 and

*edicated Internet -ccess 7*I-8.

-dvanced in and ability to train others to most layer ! protocols including Spanning Tree orner -ve. Toronto

ON ,

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)ssential ( CCN1 / CCI1

)ssential ( '= years technical working e#perience is reuire

Important ( )#perience working in the telecom industry is pr

Company description

Cogeco *ata Services is a full service data communications company that provides businesses with a new

option for the reliable delivery of network services. 5e own and operate over '99 kilometres of fibre optic

network connecting more than '99 buildings throughout the city of Toronto and own and operate the largest

5iFi network in North -merica. Some of Canada0s largest publicly traded companies and public sector

organiations are among those already taking advantage of Cogeco *ata Services0 fresh approach to data

services delivery including network security and data storage and recovery.

Cogeco *ata Services supports its employees to achieve their highest potential and deliver e#traordinary

results. 5hether you are a recent grad or an e#perienced professional we are always seeking e#ceptional

people. 5hen you 2oin Cogeco *ata Services you will be part of a team where employees are engaged

opinions are respected and innovation is encouraged. The environment is invigorating and energy(driven.

5e are a team of e#perts committed to making a difference in the lives of our customers. -t Cogeco *ata

Services we create the right conditions for talented individuals to be part of achieving great results. This is a

place where you can make a difference.

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