Network Operations Center (NOC) Front - line Support Specialist

Hydro One Limited; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

Hydro One Limited is seeking a Network Operations Center Front-line Support Specialist on a 1-year contract to provide frontline telecom fault diagnosis and rapid restoration across LAN/WAN, voice and data services, and power‑system communications.

You will work on a rotating 24x7x365 schedule, monitor alerts, perform incident management, coordinate with internal teams and vendors, and support planned network changes.

Qualifications

• Experience supporting telecom systems and networks.
• Familiar with OSI model layers and telecom tariffs.
• Strong incident management and escalation skills.

Responsibilities

• Monitor, troubleshoot, and restore telecom services.
• Manage incident lifecycle and MTTR targets.
• Coordinate with stakeholders and vendor teams.
• Participate in 24x7x365 shift operations.

Skills

Ticketing systems

NOC operations

Incident management

LAN/WAN knowledge

Telecom networks

Education

Electrical engineering

Tools

Ticketing system software

Change request management

Job description

Network Operations Center (NOC) Front - line Support Specialist (Contract)

Contract (1 year 10 days)

Published 20 days ago

Ticketing

network

Telecom

ITMC

Operations

This is temporary contractor position for an existing vacancy.

Job Title: Network Operations Center (NOC) Front-line Support Specialist

Overview

Assist in the operation of the Integrated Telecom Management Center (ITMC – Acronym Solutions NOC) by providing front-line support for network issues and provide technical support for reported problems on various telecommunications systems and/or networks, such as LAN/WAN data services, power system telecommunications, voice and commercial services and public sector networks.

Job Description

Monitor, troubleshoot and restore telecommunications services on a wide range of technologies. Participate, assist and perform telecommunications engineering work of average complexity. Function as a controlling authority for telecom related maintenance work impacting the power system and commercial networks.

General Accountabilities:

On a rotating 24x7x365 shift basis, assist in the operation of the ITMC by providing front-line technical support for platform/service issues (including Security related concerns) reported on various telecommunication systems and/or networks. Drive resolution of customer service issues to meet or exceed accepted MTTR (Mean Time to Repair) targets. Work collaboratively with both internal and/or external stakeholders and vendor partners to address incidents and elevate to respective internal and vendor management teams as required. Provide ongoing customer updates during entire incident management cycle. Escalate network issues or problems to the responsible Team Lead or Manager as required. When no team leader is available, perform first level escalations as required.

Document and perform all Incident Management activities including investigation, triage and correlation of alarms in provided ticketing system(s). Monitor and manage system generated network alerts and other reported network troubles and create/manage incidents as required. Monitor and proactively address issues in the ITMC mailbox, as required. Identify and publish incident reports according to guidelines. Conduct shift turnover meetings.

Perform the management of all aspects of Telecom Change Requests (CRQ) for all production networks. Support after-hours Emergency and Expedited changes including creation, service impact analysis and notifying customers.

Perform Impact Analysis using various software applications. Document affected services in ticketing system. Provide recommendations for improvement on existing systems and processes.

Participate in major incident conferences calls involving management and technical teams as required.

Assist in the implementation of planned network change activities and other tasks required to support telecom service delivery. Monitor acceptance testing and alarms testing, as required.

Maintain strong knowledge of telecom technologies and platforms used to deliver services.

Participate in various technical training opportunities on platforms used to deliver services. Participate in non-technical training to augment soft skills as required.

Participate in periodic ITMC Backup facility testing, training and business support initiatives. Temporarily relocate to backup facility to perform regular duties if primary facility is not available.

Assist in special projects or assignments, such as participating in a committee as a member, participating in interdepartmental studies on telecom-related issues, assisting in developing standard specifications and policies and procedures, assisting in the evaluation of new products and/or services.

Assist in the planning and implementation of work programs. Work with customers and other internal and/or external stakeholders to minimize disruption and to meet in-service dates. Monitor the progress of work, investigate delays and take corrective action, including escalation to Team Lead or Manager, as required.

Recommend changes and maintain knowledge on new products and services, techniques, procedures, designs etc. that will result in work programs. Participate in the planning of future work programs and budgets.

Assist in the development, implementation and provisioning of designs for telecommunications systems to meet or enhance the reliability and availability of Acronyms telecom services and other business needs.

Provide ad hoc support to off-site teams where required. This may include rebooting of servers/devices, cable tracing, port connectivity information between devices and patch panels etc, inside various data/server rooms.

Monitor acceptance testing and alarms testing, and remotely and inspect telecom facilities, as required.

Perform other duties as required.

Education

Requires knowledge of electrical engineering specializing in telecommunications, including principles of computer science, electronics engineering, electromagnetic theory, radio frequency engineering and structural mechanics to gain an appreciation of design concepts and applications to varying telecom requirements.

Requires current knowledge of emerging telecommunication technologies and commercial services to ascertain suitability for use in the power system applications and other core business and administrative applications like voice/data/video services, LAN/WAN technologies, computer, telephony integration and other telecom enabled applications. Requires knowledge of commercial telecom service offerings and tariffs.

Requires a good knowledge of English to communicate effectively with internal and external contacts involved in accomplishing work objectives in support of work programs. This knowledge is normally acquired either through the successful completion of a four‑year university education in an appropriate field, such as electrical engineering or by having the equivalent level of education.

Experience

Requires experience in the support of telecom systems and networks.

Requires experience with the established corporate telecom infrastructure, regulations, policies and operating procedures

Requires experience with the operation, maintenance of microwave, PLC, VHF/UHF radio, fibre optics and wired based transmission systems.

Requires experience and familiarity with commercial telecom service offerings and telecom tariffs. Requires experience to be familiar with the organization structure, roles and responsibilities.

Requires experience and knowledge in service offerings over multiple layers of the OSI model. A period of over four, up to and including six years, is considered necessary to gain this experience.

At Acronym we understand that the success and strength of our business rest with our people. When we develop their skills, we invest in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honored to be recognized by Forbes in its list of Canada's Best Employers for 2025.