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Experience AI Solutions: Network Support Specialist

Experience AI Solutions

This is a Full-time position in Montreal, QC posted July 19, 2021.

Service Operations Support Engineer Start Date:as soon as possibleType of employment: permanentLocation: Montreal, QC (remote until further notice; after which it will be onsite 2-3 days per week)Number of Positions:1Language skills: Excellent English language skillsPerks: work for a multinational, award winning, socially responsible company with an operational presence in many countries, having been in business for over 75 years.It is a culturally diverse environments, employing thousands of people around the world.Beautiful downtown offices for when work goes to a hybrid model.

Your purpose will be to perform all Service Operations activities according to high company standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities and integrating well in a multicultural, fast-paced, international organization.

Principal Duties and Responsibilities:Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.When required, act as the customer SPOC and coordinate the scheduling of interventions with Customer’s internal resolver groups and the Service Desk ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA.Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups.Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside the company, according to the customer contract SLAs and monitoring requirements.Support the senior team members in the management reporting and coordination of daily tasks during the absence of the Lead Engineer.Report and escalate to the next level those problems which cannot be fixed.Education and certifications: AEC, DEC or Bachelor’s in Computer Science, Electronic Engineering or an equivalent degreeRecognized certifications such as: VCP-NV (NSX-T), Enterprise R & S: CCNP R& S or JNCIS or DELL, Security: CCNP Security or PCNSE or NSE4/7.ITIL Foundation CertificateRequired Skills:Minimum 5+ years’ experience in the Network/Cloud support domain.

Must have dealt directly with external customers adhering to SLAs.Experience with Virtualization, Cloud, Security and Enterprise Network protocols.Experience with VMwareExperience deploying and troubleshooting an NSX-T environmentKnowledge of routing and switching with Dell OS or CiscoExperience working with Juniper MX/SRXBasic knowledge of virtualization and understanding of concepts like VXLAN/Geneve/MPoGREBasic understanding of security and working knowledge of PaloAlto firewallsCustomer Service pro-activeness and ownership attitude; sense of service to support customers and own their issues until resolution to their satisfaction.Ability & motivation to work in ateam and in rotating shifts.Ability to analyze, draw conclusions and create solutions to customer’s moderately complex problems.Ability to build relationships with peer and management levels both with clients and the company management.Ability to configure and troubleshoot VMware, Cloud, LAN and WAN Infrastructure.Exposure to ITIL and IT/network components and principles.Demonstrated maturity in handling complex customer issues.Preferred skills: Airline experience and/or ATI know-how, is good to have.