The Operations Center Specialist performs Tier I/II troubleshooting in the Network Operations Center as a

trained operator using established policies and procedures to accomplish recurring tasks and respond swiftly
to outages within the production SaaS environment. This person shall be energetic customer service
oriented 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. -naly.es trend data in order to take
preemptive actions to prevent outages from occurring and allocated physical and virtual resources as
necessary.
Solves problems using established decision making trees utili.ing monitoring systems to respond to alarms
or conditions that may re/uire action to avoid impact to the customer0s e#perience.
1erforms general system administration duties including OS patching and upgrades batch 2ob monitoring
system and hardware diagnostics and other activities to ensure optimal health and performance of all
systems as re/uired.
-cts as a first responder to all alerts and problem reports while managing communications between
departments and handling crisis documentation and dissemination after the fact.
,onitors appropriate Service 3evel -greements in order to notify management when they are in danger of
being breached and recommending appropriate action to take to prevent violations. )scalates critical
incidents to senior level staff for resolution.
-ssists senior level staff with operational tasks as needed such as performing data backups and data
restores 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 portfolio
reviews and ongoing process improvement assignments as needed.
1rovides e#cellent customer service to internal clients and communicates effectively with management
team leaders and other team members within the department.
,inimum 4ualifications
Intermediate knowledge of 5indows platforms
6eneral knowledge of virtuali.ed computing concepts and operation
6eneral knowledge of networking theory and infrastructure
1erform under pressure within a time sensitive environment while managing multiple tasks simultaneously
Creative 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!" # $&<
)ducation and/or )#perience
%= years e#perience as an administrator or technician in a mission(critical environment re/uired
1revious Network Operations Center e#perience strongly preferred
>igh school diploma and/or 6)* e/uivalent re/uired
-- 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 people
assigned to this 2ob. It is not intended to include all duties and responsibilities. The order in which duties and
responsibilities 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
C CCN1 / CCI1 or e/uivalent e#perienceD or
C ! ( % years technology diploma in a telecommunications or networking related program.
)E1)+I)NC)B
C '= years technical working e#perience is re/uired.
C )#perience working in the telecom industry is preferred.
CO,1)T)NCI)SB
C ,ust be bilingual in both written and verbal French and )nglish.
C ,ust possess a high level of customer service skills.
C 1roven ability to work independently and meet aggressive deadlines.
C -dvanced in and e#perience with telecom grade )thernet access networks.
C -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.
C -dvanced in and ability to train others to most layer ! protocols including Spanning Tree <9!.:s and
<9!.:w <9!.:4 <9!.:1 <9!:-* and Transparent G3-Ns.
C -dvanced in layer ! bridging/switching TC1/I1 inter(networking and routing with OS1F and ?61
C -dvanced in CI*+ address allocation.
C -dvanced in ,13S and G13S.
C -dvanced in trouble shooting methodology technology and ability to train others
C -dvanced in Incident management ticketing systems such as +emedy.
C ,ust be customer focused and an effective communicator.
H)A +)S1ONSI?I3ITI)S
:. 1rovide training on new technologies to NOC Technologist and 1rovisioning and Test and -cceptance
Technicians.
!. 1rovide functional guidance to NOC Technologist support.
%. -udit the configuration and implementation on the production network.
". -ccountable for meeting the re/uirements of Service 3evel -greements 7S3-Is8 and agreed to
re/uirements for TT+ escalations in time customer communications follow processes etc.
'. -ccept escalation of all technical problems from NOC Technologist and drive to resolution.
&. Oversee maintenances and network changes.
$. 5rite and/or review documented ,ethod of 1rocedures for each maintenance situation or
implementation.
<. )scalate hardware and software issues with e/uipment vendorsD assist in identifying and troubleshooting
bugs with network vendorsD and find test document and implement workarounds.
J. -ct as a liaison between the NOC Network )ngineering and Network architecture.
:9. +esponsible for training the NOC on new and e#isting technologies and trouble shooting procedures.
::. 1erform and write Technical +oot Cause -nalysis *ocuments as follow up to ,a2or Network Outages.
:!. Compiles and summari.es statistical reports that are related in level to the functions inherent in the
position.
:%. ?e safety and control conscious and aware of established control procedures laws and regulations.
C3OSIN6 ST-T),)NTB
C 5e appreciate receipt of all applicationsD however only those candidates selected for an interview will be
acknowledged.
-pplications and resumes must be submitted to >uman +esources *epartment ":% >orner -ve. Toronto
ON ,<5 "5% or emailB careersKcogecodata.com
Requirements
)ssential ( C ! ( % years technology diploma in a telecommunic
)ssential ( CCN1 / CCI1
)ssential ( C '= years technical working e#perience is re/uire
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
organi.ations 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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