NOC Analyst Level 2

TheITeam; Calgary; On-site; CAD 58,000 - 68,000; Full time

Job summary

A dynamic IT services company in Calgary seeks a NOC Analyst Level 2 to deliver specialized technical support and ensure exceptional service to clients. This role requires 3 to 5 years of experience in client support along with strong problem-solving and communication skills. Candidates should have a relevant post-secondary education and experience with Active Directory, Windows OS, and Office 365. A competitive salary, bonus program, and commitment to employee growth are offered in this inclusive organization.

Benefits

Base salary of $58,000 to $68,000

Bonus program

Investment in learning and growth

Opportunity to voice ideas and concerns

Qualifications

• 3 to 5 years of progressive experience supporting clients.
• Post-secondary degree or technical diploma.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.

Responsibilities

• Respond to client support issues via multiple channels.
• Analyze situations, diagnose, develop solutions.
• Identify areas for improvement and assist in projects.
• Repair customer issues through remote connections.
• Ensure proper escalation of tickets exceeding 2 hours.
• Participate in customer and company meetings.
• Maintain documentation of changes.
• Interact with IT vendors and partners as needed.

Skills

Strong problem-solving skills

Excellent communication skills

Customer service skills

Analytical skills

Education

Post-secondary degree or technical diploma

Tools

Active Directory

Windows operating system troubleshooting

Office 365

Azure

Entra

Job description

The ITeam’s culture is built on collaboration, support and freedom to be yourself. It’s an organization that is known to be fun, social, friendly, and supportive. They are looking for a NOC Analyst Level 2 to join their Operations team and bring energy and expertise to their large technical client base. As a NOC Analyst Level 2 provides specialized technical support, advise, and guidance to customers and fellow NOC staff in the areas of applications, hardware and software support, and any related computing systems.

Responsibilities

• Respond to Client support issues via phone, e‑mail, voicemail, in person and identify hardware / software problems and offer solutions in a friendly and efficient manner.
• Analyze situations, diagnose problems, develop, and implement solutions, within sometimes narrow timelines.
• Identify areas for improvement and assist in projects.
• Repair of customer issues through remote connection making sure to meet client deliverables.
• Ensure proper escalation of tickets that exceed 2 hours of billable time and follow‑up with customers and System Engineers to ensure all their needs are met.
• Participate in customer and The ITeam meetings.
• Maintain updated documentation of all in‑progress and completed changes.
• Interact with IT vendors, external suppliers, and other partners, as needed to resolve issues.
• Document all updated Client information in ConnectWise and IT Glue (or forward to the contract services coordinator). Review this information on a regular basis to ensure accuracy.
• Schedule all product related service activities needed.
• On call rotation.
• Other duties as required.

Qualifications & Skills

• 3 to 5 years of progressive experience supporting clients.
• Post‑secondary degree or technical diploma.
• Strong problem‑solving and analytical skills.
• Excellent communication and customer service skills.
• Progressive experience and/or training in following:
  • Hardware repair
  • Managing Active Directory
  • Troubleshooting Windows operating system.
  • Managing Office 365, Azure, and Entra

Interview Focus

• Prior experience working with Managed Service Provider
• ITIL and/or certification from one or more equipment/software vendor
• Exceptional interpersonal skills: how you relate with others even when you’re under the pressure of an interview.
• Demonstrated ability to communicate with, present to and influence others.
• Behavioral competencies such as flexibility, versatility, strong work ethic and integrity.

Why ITeam

• An amazing leadership team committed to your growth and development.
• A starting base salary of $58,000 to $68,000 annual salary with regular commitments to reviews and rewarding performance.
• Bonus program.
• Investment into your learning and growth.
• A platform to voice your ideas and your concerns.

Conditions of Employment

• Valid driver’s license.
• Reliable automobile.
• Ability to work outside of typical hours (8 to 5).
• On call rotation.
• Police check prior to hiring.

Commitment to Diversity, Inclusion and Equality

The ITeam is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including: of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature or socio‑economic status.

Please forward all applications and resumes to [e-mail]