MS Engineer – Level 3 (Vancouver and Mississauga)

The MS Engineer is the 3rd level technical support in the Operations division. The MSE is required to address escalated customer (internal and external) as well as involvement in customer design, engineering, and installations for servers, networking, Internet and security services to support our co-location and managed services customers.

The MSE is also required to work on a rotational on-call basis to ensure ongoing 24x7 customer support. This role will be an immediate point of escalation for the Network Operations Centre Technicians for further trouble shooting requirements, as well as mentoring the NOC (Network Operations Centre) for Microsoft issues. Strong experience in the industry, in data centres and current certifications are essential to be successful in the Operations team.

Responsibilities:
• Providing 3rd level support to resolve problems on internal and customer systems, including on-call support.
• Act as the primary customer contact for all production customer systems
• Installation, mounting, and network connection of customer & internal hardware
• Work on system O/S and application installation & configuration
• Design of networking systems, security, connectivity, support specific applications and O/S as per certifications.
• Maintain O/S and middleware application patch/security levels in keeping with product releases and fixes
• Trouble shoot, resolve customer issues, knowledge of level of contractual services, proactively involve other internal members to
   resolve customer issues.
• Develop and maintain documentation including Operations Manual, procedures, and online customer information
• Provide back up support for NOC Technicians and national Operations team.
• Additional projects as required.

Required Skills and Knowledge:
• Strong networking and internet technology knowledge
• Certifications in Microsoft: such as MCSE, MCDBA (2000/2003),
• Networking and server technologies, CCNA is an asset
• Strong knowledge and experience with SQL an asset
• Excellent communication skills
• Ability to learn and apply new skills rapidly
• Strong analytical and troubleshooting skills
• Knowledge and experience with virtualization technologies an asset (VMWare, Virtual Server)
• Knowledge and experience with Citrix an asset
• Bilingual English/French Communication skills an asset
• Confidence in your own abilities and a willingness to make decisions and escalate when necessary
• Must have an interest in emerging technologies.

Must Have:
• IT Diploma from recognized technical institution or equivalent work experience.

Nice to Have :
MCSE 2003
MCITP
SQL 2000/2005
Exchange 2000/2003/2007
SharePoint 2003/2007
Citrix CCA/CCEA
CCNA