Tier 1 Managed Services Engineer

Calian Group Ltd.; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Tier 1 Cloud & Managed Services Engineer for their Network Operations Center. The role involves processing technical requests, troubleshooting issues, and collaborating with vendors. Ideal candidates will have strong networking experience, particularly with Meraki and Cisco, and excellent interpersonal skills. This position requires the ability to work in a fast-paced environment and manage multiple tasks effectively.

Qualifications

• Advanced understanding of operating systems and network systems.
• Strong networking experience required.

Responsibilities

• Process requests and issues reported by monitoring tools and ticketing tools.
• Take ownership of open tickets and manage priority.
• Perform initial troubleshooting and information gathering.

Skills

Interpersonal skills

Diagnosis skills

Technical awareness

Service awareness

Typing skills

Tools

Meraki

Cisco

VPN

Connectwise Automate

Job description

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

We are seeking a Tier 1 Cloud & Managed Services Engineer for our Network Operations Center (NOC). The work schedule for this position is Saturday through Wednesday, 5 a.m. to 2 p.m. Central time.

Responsibilities

• Work on a schedule basis which may include nights, weekends, and night-weekend shift (2nd / 3rd shift).
• Process requests and issues reported by monitoring tools, ticketing tools, calls and emails relating to but not limited to various technologies supported by Managed Services.
• Thorough technical knowledge of various technologies such as :
• Microsoft core business applications and operating systems.
• Various networking devices such as routers / switches / access points etc.
• VOIP, Cloud Calling, business phone systems solutions.
• Security devices.
• Basic remote access solution supports : VPN, Connectwise Automate, and other tools.
• Work with vendors and service providers to open repair tickets and hardware RMA.
• Obtain and maintain certifications and accreditations consistent with job responsibilities.
• Take ownership of open tickets, manage priority, and provide updates in a timely manner to end customer.
• Perform initial troubleshooting and information gathering.
• Follow SOP documented in Knowledgebase system.
• Timely escalation on tickets to Tier 2 / Tier 3 team.
• Responsible for weekly time entry in the ITSM platform and expense reports.
• Perform other duties as required and / or assigned.
• Employee must be able to perform essential functions of the job with or without reasonable accommodation.

Qualifications

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Strong networking experience in Meraki and Cisco required.
• Interpersonal skills : such as telephony skills, communication skills, active listening, and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Technical awareness : ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future.

EEO Statement

Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

Job Title : Tier 1 Engineer - Managed Services NOC

Requisition Number : 1746

Date : January 29, 2025

Location : Houston, TX

Remote : No

Business Unit : IT & Cyber Solutions

Department : Information Systems & Information Technology