Technical Support Engineer (Montreal)


View: 118

Update day: 23-01-2024

Location: Montreal Quebec

Category: Information Technology


Job type: Full-time

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Job content

Technical Support Engineer- Montreal

As part of our continued expansion, we are looking for Technical Support Engineer to join our 24/7 Service Management Centre Team. Based in Montreal, Canada, the successful individual will join a support organization currently spread across Europe & North America & Asia.

Working under the direction of a team lead, as an Technical Support Engineer your responsibility will be to analyze, troubleshoot and resolve critical support cases raised by the Continent 8 customer base. Our customers are global like us and they rely on the Continent 8 global network, hosted infrastructure, and cybersecurity suite of services to be successful.

This position will require high quality support through responsiveness to incident management, business change control, standard customer provisioning, development of new service levels and improvement initiatives.

The Role

As a Technical Support Engineer, you will be responsible for:

  • Daily operational support and maintenance of all Continent 8 infrastructure.
  • Monitoring of system availability and performance to minimize downtime and optimize customer services.
  • Supporting customer’s requirements targeting a 99.9% continuous service level.
  • Troubleshooting any network related issues and perform root cause analysis.
  • Collaborating with level 3 technical teams supporting DC, Hosting and Network services.
  • Participation in technology projects across datacenter, network, cloud domains.
  • The creation and maintaining support & operational documentation.
  • Participation in a 24/7 shift rotation.

Knowledge, Skills, Qualifications & Experience Required:

  • A minimum of 2-5 years of experience working within a technical operations & support environment.
  • Strong customer service orientation is a must.
  • Experience in IP service management such as change and incident Management.
  • Knowledge of the following technologies, Cisco Meraki, ASA firewall, Juniper hardware, VMWare solutions, Nutanix hardware, MS enterprise suite etc.
  • Familiar with Networking monitoring and resource management Tools (Cacti, MRTG, SolarWinds etc.).
  • Bachelor’s degree in computer science or engineering or equivalent.
  • Excellent organizational and communication skills.
  • Strong technical and problem resolution skills with the ability to work under pressure.
  • Experience monitoring large international networks while working within a global business with multiple locations is advantageous.
  • ITIL, CCNA, JNCIA, VCA, Microsoft certification is desirable.

Our Company

Continent 8 Technologies is a rapidly expanding service provider delivering advanced managed hosting and data center services across 40+ locations spanning 3 continents all connected onto a global private network backbone providing a truly global service capability, regardless of geography.

The company has a significant market share in its primary sector and is seeking to broaden its customer base across other industry sectors and geographies. We are a dynamic and technology driven company who value our people, their passion and their knowledge.

The Team

We are a Global Team who are dedicated and focused on delivering quality support & services to our customers. We are a professional, hard-working and fun bunch of people to work alongside. In this role you will be surrounded by approachable and helpful colleagues who have a wealth of skills and expertise in a multitude of technologies.

A Typical Day

After grabbing your morning coffee, you start your morning checking in and saying hello to your team members online throughout EMEA. Collectively you’d review the support queue for any new tickets, check-in with your manager on your assigned projects. As you will be exposed to a multitude of top tier technologies, no two days will be the same. You will be assigned a number of support cases, ranging from troubleshooting network outages, to monitoring DDoS threats and helping to implement new solutions for our customers. You will be continuously challenged & learning each day.

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Deadline: 08-03-2024

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