- Company Name
- Interac Corp.
- Job Title
- Technical Support, Coordinator (12 Month Contract)
- Job Description
-
Job Title: Technical Support Coordinator
Role Summary:
Provide 24x7 network and security operations support on a 12‑month contract. Monitor system health, respond to incidents, perform triage, document resolutions, and continually improve processes through automation and playbooks.
Expectations:
- Operate in a 24x7 environment with rotating shifts, including holidays and weekends.
- Maintain government‑level security clearance (Secret).
- Demonstrate strong analytical, communication, and teamwork skills in a fast‑paced setting.
Key Responsibilities:
1. Monitor network performance, system health, and alerting dashboards; proactively address potential issues.
2. Respond to incidents and outages to minimize downtime.
3. Conduct initial triage: assess impact, document findings, and determine escalation path.
4. Support network infrastructure: routers, switches, firewalls, VPNs, IDS, load balancers.
5. Escalate complex events to Level 2 support teams.
6. Collaborate with cross‑functional teams to resolve technical challenges.
7. Record incidents, troubleshooting steps, and resolutions in clear, concise logs.
8. Assist incident, change, and problem‑management processes.
9. Develop and maintain playbooks, knowledge‑base articles, and process documentation.
10. Tune and manage monitoring and reporting tools.
11. Manage chronic or aging incidents, ensuring proper internal/external escalation.
12. Identify automation opportunities to reduce repetitive tasks.
13. Participate in new projects and initiatives as needed.
Required Skills:
- 2–5 years experience in Network or Security Operations in a 24x7 environment.
- Proficient with TCP/IP, Cisco routers/switches, firewalls, VPNs, IDS, load balancers, and virtual network environments.
- Familiarity with information‑system hardening concepts.
- Experience with event‑management and monitoring tools (ServiceNow, Jira, Splunk, ZenOSS, Azure, AppDynamics, Elastic Stack).
- Strong problem‑solving, analytical, and troubleshooting abilities.
- Excellent written and verbal communication, interpersonal, and documentation skills.
- Ability to work independently and as part of a distributed team.
- Basic proficiency in Office Suite (Outlook, Teams, SharePoint).
Required Education & Certifications:
- Degree, diploma, or equivalent work experience in Computer Science, Computer Engineering, Information Security, or related field.
- Eligible for or holding a Canadian Government Secret Clearance.
- Certifications such as ITIL, CCNA, CompTIA Network+, CompTIA Security+ are a plus.