Technical Support, Coordinator

Interac; Ottawa; On-site; CAD 60,000 - 80,000; Full time

Job summary

Interac is seeking a Technical Support Coordinator in Ottawa to monitor network systems and ensure optimal performance. The role involves troubleshooting incidents, collaborating with teams, and supporting technical operations for high-availability services. Ideal candidates will have a degree in Computer Science or related fields and experience in network security operations.

Benefits

Comprehensive benefits package

Professional development opportunities

High availability identity and access management services

Qualifications

• Minimum of 2-5 years of work experience in Network or Security Operations.
• Strong understanding of network environments (TCP/IP, Cisco, Firewall).
• Relevant certifications (ITIL, CCNA) are a plus.

Responsibilities

• Monitor network performance and address potential issues.
• Respond to network incidents ensuring minimal downtime.
• Document incidents and troubleshooting steps.

Skills

Problem Solving

Analytical Skills

Communication

Teamwork

Time Management

Education

Degree/Diploma in Computer Science/Engineering/Information Security

Tools

ServiceNow

Jira

Splunk

Azure

AppDynamics

Elastic Stack

Job description

Technical Support, Coordinator

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos and high-performance application developers? We want to hear from you.

Interac Corp. is focused on designing, integrating, and operating security solutions for the Public Sector, Financial Institutions, and Commercial Enterprises. We offer high availability Identity and Access Management (IAM) services encompassing user authentication, credentials, and identity attributes. The Interac Control Centre is currently recruiting a Technical Support, Coordinator role. This is an opportunity to join a growing team within a great organization that supports growth and professional development.

You'll be responsible for:

• Monitoring network performance and system health, identifying and addressing potential issues before they escalate.

• Responding promptly to network incidents and outages, ensuring minimal downtime and impact on operations.

• Identifying, reporting, and investigating/escalating potential network incidents.

• Conducting initial triage, including performing an impact assessment of detected events.

• Providing support for network infrastructure, including routers, switches, firewalls, and other network devices.

• Escalating events for further investigation by Level 2 Support teams.

• Collaborating with cross-functional and support teams to resolve complex technical issues.

• Documenting incidents, troubleshooting steps, and resolutions in a clear and concise manner.

• Supporting the incident, change, and problem management processes.

• Developing and maintaining playbooks, KB articles, and process documentation.

• Assisting in the maintenance, tuning, and management of all monitoring and reporting tools.

• Managing chronic, repeat, and aging incidents with proper internal/external escalations.

• Exploring new automation opportunities for any repeated tasks to reduce human touch.

• Supporting and participating in new projects and initiatives.

• Other related tasks as required.

You bring:

• A degree/diploma from a post-secondary educational program with specialization in Computer Science, Computer Engineering, Information Security Program, or equivalent work experience.

• Minimum of 2-5 years of work experience in Network or Security Operations in a 24x7 environment.

• Strong team player, self-motivated, highly organized, and able to multi-task in a fast-paced, dynamic environment.

• Experience and a good understanding of network environments, both physical and virtual (TCP/IP, Cisco routers/switches, Firewall, VPN, IDS, Load Balancers).

• Knowledge of information systems hardening, i.e., operating systems, network devices, and application security.

• Proficiency with event management tools and network monitoring systems.

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Familiarity with tools such as ServiceNow, Jira, Splunk, ZenOss, Azure, AppDynamics, Elastic Stack.

• Experience working with basic Office Suite (Outlook, MS Teams, SharePoint, etc.)

• Must be willing to work in 24x7 rotating shifts, including holidays & weekends.

• Must have Government of Canada Secret Clearance or be eligible to obtain it.

• Must be eligible to work for Interac Corp. in Canada in a full-time capacity.

• Relevant certifications (e.g., ITIL, CCNA, CompTIA Network+, CompTIA Security+) are a plus.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.